Riva CRM Integration Server for Microsoft Exchange Administrator Guide

Transcription

1 Riva CRM Integratin Server fr Micrsft Exchange Administratr Guide This Guide Welcme t the Administratr Guide fr Omni s Riva CRM Integratin Server fr Exchange. Riva CRM Integratin Server fr Exchange prvides transparent, server-side, bi-directinal synchrnizatin f appintments, tasks, ntes and cntact list infrmatin between Exchange and CRM and third-party line-fbusiness applicatins. Opprtunities, qutes, cases and ther CRM supprted mdule infrmatin are synchrnized t Exchange. Users can use the Omni CnnectBar t edit, review r delete CRM pprtunities, qutes and cases directly frm all Micrsft Exchange clients. Revised: August 26, Omni Technlgy Slutins Inc. Page 1 f 47

2 Table f Cntents Hw Riva CRM Integratin Server Wrks... 4 System Requirements... 4 Minimum Requirements... 4 Recmmended Requirements fr 100 User Envirnment... 4 Wrking with Outlk Plug-ins and Riva CRM Integratin Server... 4 C-existence between Riva CRM Integratin Server and Outlk Plug-ins... 4 Preparing Exchange accunt infrmatin befre the first synchrnizatin...5 T prevent duplicate cntact entries... 5 T prevent duplicate appintment and task entries... 5 Install and Cnfigure Riva CRM Integratin Server... 6 Step 1 Install the Riva CRM Server... 6 Dwnlad and Extract Riva CRM... 6 Perfrm a Check fr Updates... 6 Step 2 Cnfigure Riva CRM Exchange Cnnectins... 7 System Requirements fr Exchange... 7 Riva CRM Exchange Cnnectin Methds... 7 Riva CRM Exchange Cnnectin Types... 7 Cnfigure an EWS Cnnectin t a Target Exchange System... 8 Cnfigure a Direct MAPI Cnnectin t a Target Exchange System Cnfigure an Outlk Prfile MAPI Cnnectin t a Target Exchange System Step 3 Cnfigure Riva CRM Cnnectins System Requirements fr Supprted CRM Types f CRM Cnnectin Methds Address Settings Requirements Cnfigure Use Impersntatin Supprt SugarCRM Cmmunity Editin Cnfigure Use Impersntatin Supprt Micrsft Dynamics CRM Cnfigure the Riva CRM Cnnectin Step 4 License Riva CRM Step 5 Create and Cnfigure the CRM Integratin Plicy Step 6 Run & Verify Initial Synchrnizatin Synchrnizing Data Between Exchange and Yur CRM Slutin Current Synchrnizatin Optins Wrking with Outlk Categries Plicy Management Tasks Explained Making Changes t an Existing CRM Synchrnizatin Plicy Restarting the Riva CRM Agent Service Using Riva CRM Integratin Lgs Managing the Exchange Accunts in the Plicy Utilizing Multiple CRM Synchrnizatin Plicies Riva CRM Management Tasks License Mdes fr Riva CRM Integratin Server Hw t Apply Replacement Licences t Riva CRM Integratin Server fr Exchange Hw t Apply Additinal Licences t Riva CRM Integratin Server fr Exchange Hw t Update the Riva CRM Integratin Server Hw t Uninstall the Riva CRM Integratin Server Revised: August 26, Omni Technlgy Slutins Inc. Page 2 f 47

3 Supprt fr Riva CRM Integratin Server Reprting a Technical Issue Upgrade and Supprt Maintenance Agreements Free Supprt Cntacting Supprt Online Supprt Revised: August 26, Omni Technlgy Slutins Inc. Page 3 f 47

4 Hw Riva CRM Integratin Server Wrks Riva CRM Integratin Server is a cmbinatin f three key cmpnents that wrk tgether: 1. Riva Applicatin - used t create and cnfigure the Riva cnnectins and CRM Integratin plicies. 2. Riva CRM Agent Service is a service that runs the CRM synchrnizatin agent. This agent is installed and cnfigured the first time yu save a CRM Integratin plicy. 3. Riva CRM Agent Service Mnitr - prvides real-time summary f synchrnizatin infrmatin. System Requirements Riva CRM Integratin Server fr Exchange makes use f the Riva applicatin which must be installed and cnfigured n a hst Windws system. Minimum Requirements Riva Hst System OS: Windws XP, Windws 7, Windws server 2003 / 2008 / R2 (x86 r x64) Sftware Requirements: Micrsft.NET Framewrk 2.0 SP2 r higher must be installed. Minimum Prcessr (CPU): Intel P4 / AMD Athln XP (supprts x86 and x64 architectures) Minimum Memry (RAM): 256 MB (in additin t hst system requirements) Minimum Disk Space: 100 MB (abve Operating System requirements) Recmmended Requirements fr 100 User Envirnment Riva Hst System OS: Dedicated Windws server 2003 / 2008 / R2 (x86 r x64) Sftware Requirements: Micrsft.NET Framewrk 3.5 SP1 Prcessr (CPU): Intel P4 / AMD Athln XP (supprts x86 and x64 architectures) Memry (RAM): 256 MB (in additin t hst system requirements) Disk Space: 100 MB (abve Operating System requirements) plus 50MB per user Wrking with Outlk Plug-ins and Riva CRM Integratin Server C-exist existence between Riva CRM Integratin Server and Outlk Plug lug-ins Once Riva CRM Integratin Server is cnfigured and full enabled, users shuld n lnger need t have the Outlk plug-in installed t synchrnize data. Hwever, sme CRM plug-ins might include specific additinal functinality nt yet prvided by Riva. Fr thse cases, as lng as the plug-in des nt synchrnize data, but rather nly mdifies r creates new entries, thse features can cntinue t be used at the same time as Riva. The mre detailed explanatin is that Outlk plug-ins can be used at the same time as Riva t synchrnize data n an Exchange server as lng as they are nt used t synchrnize the same data type (cntacts, appintments r tasks) n the same accunt. D nt use an existing Outlk plug-in t synchrnize the same CRM cntent type (cntacts, appintments r tasks) as will be synchrnized by Riva. Using tw different synchrnizatin services t synchrnize the same cntent types will cause multiple entries r ptentially lss f data. Always backup yur data befre yu start yur testing. Revised: August 26, Omni Technlgy Slutins Inc. Page 4 f 47

5 Anther example f Outlk plug-in and Riva Server c-existence wuld be if yu want t cntinue t use the Outlk plug-in t synchrnize cntacts and/r appintments and tasks fr a user r a set f users. In that case, yu wuld make sure thse users are nt a member f a Riva plicy that will synchrnize cntacts and/r appintments and tasks. Thse users, hwever, culd still take advantage f Riva SmartCnvert, AssignT and Riva CnnectBar t synchrnize their pprtunities, qutes, cases and assign s t cntacts, pprtunities, cases and qutes. T d this, yu wuld make them members f a Riva plicy that synchrnizes nly thse functins. Riva CRM Integratin Server and Outlk plug-ins can be used n the same Exchange system, just nt n the same data type (cntacts, appintments r tasks) n the same accunt. Preparing Exchange accunt infrmatin befre the first synchrni hrnizatin There are different versins f Outlk plug-ins that have different functinality fr different CRMs. The fllwing recmmendatins are based n the premise that when an entry is deleted frm Outlk, that infrmatin is nt deleted frm the CRM. Please test extensively prir t rlling ut Riva with multiple accunts n yur prductin system. When yu initiate fr Riva the first time, Riva will apply the Plicy synchrnizatin ptins yu have cnfigured and begin t synchrnize data frm yur CRM t Exchange / Outlk. Riva will nt be aware f any f yur users' existing cntacts, appintments r tasks. Befre yu chse t synchrnize cntacts, appintments and tasks, it is imprtant t remember that many f yur users will already have Exchange entries that "reflect" existing CRM data in their accunts - whether these entries were created by an Outlk plug-in r entered manually by the user. If cntact, appintment r task entries already exist in Exchange that als exist in the CRM, new entries will be created by Riva in yur Exchange accunts thereby causing duplicate entries. T prevent duplicate cntacts: If yu chse t use Riva t synchrnize CRM cntacts t Exchange, yur bjective is t have yur CRM be the authritative surce fr crprate cntacts and fr cntacts t be transparently synchrnized by Riva. Befre Riva initialises a new accunt, if yu have users wh were using an Outlk CRM plug-in t synchrnize cntacts r users wh have manually added crprate cntacts t their cntact lists, they will need t remve these cntacts frm Outlk. Otherwise duplicate cntacts will be created. The easiest way t d this is t have the user srt their cntacts by categry. Cntacts that have been synchrnized with the Outlk plug-in will have a categry assigned t each cntact. After srting by categry, have the user(s) delete any cntact that shws the categry that was assigned by the Outlk plugin. After they have remved the cntacts related t the Outlk plug-in, we recmmend that they assign a new categry (smething like "Persnal") t the remaining cntacts in their cntact list. This will allw them t easily srt their cntacts based n the categry. This way, if a few cntacts end up getting dubled up, it will be quite easy fr them t knw which duplicate cntact(s) t delete frm their cntact list (the duplicate cntacts that have the categry set t "Persnal"). The few minutes spent preparing the cntact lists fr integratin will be well wrth yur users' and yur time. T summarize, have the users delete cntacts that are linked t the CRM because these cntacts already exist in the CRM. When Riva des it first initializatin, the cntacts will be re-synched t their accunts and will cntinue t be autmatically updated withut any user interventin. T prevent duplicate appintment and task entries: The steps t prepare yur Exchange accunts t prevent duplicate appintments and tasks are the same as the steps identified abve fr preventing duplicate cntact entries. When yu chse t synchrnize CRM appintments and tasks, yur bjective is t have yur CRM be the authritative surce. Befre yu initialise user accunts, if yu have users wh were using the Outlk CRM plug-ins t synchrnize appintments and tasks, r users wh have manually added r cpied appintments r tasks t their accunts, they will need t remve these appintments and tasks frm their Outlk client. The easiest way t d this is t have them srt their calendar and tasks by categry. All calendar events that have been synchrnized with the Outlk plug-in will have a categry. After srting by categry, delete any event that shws the categry as having been sychrnised t the CRM. After they have remved the CRM-related calendar events, we recmmend that they assign a new categry (smething like "Persnal") t the remaining events in their calendar. This will allw them t easily srt their remaining Revised: August 26, Omni Technlgy Slutins Inc. Page 5 f 47

6 calendar events based n categry. This way, if a few appintments r tasks end up getting dubled up, it will be quite easy fr them t knw which events t delete frm their calendar (the duplicate events that have been assigned the "Persnal" categry). The few minutes spent preparing the user calendar events fr integratin will be well wrth yur users' and yur time. T summarise, have the users delete appintments and tasks that are linked t the CRM because they already exist in the CRM. When Riva des it first initializatin, these appintments and tasks will be recreated in their Exchange accunts and will cntinue t be autmatically updated withut any user interventin. Install and Cnfigure Riva CRM Integratin Server There are seven steps t install and cnfigure Riva CRM Integratin Server n a Micrsft Windws system: Step 1 Install the Riva CRM Integratin Server Step 2 Cnfigure the Riva cnnectin t the target Exchange system Step 3 Cnfigure the Riva cnnectin(s) t the target CRM system(s) Step 4 License Riva fr CRM Integratin Step 5 Create the CRM Integratin plicy and cnfigure the desired synchrnizatin settings Step 6 - Run and verify the initial synchrnizatin Step 1 Install the Riva CRM Integratin Server Dwnlad and Extract Riva 1. Request a dwnlad frm Yu will receive an with instructins and dwnlad links. 2. Dwnlad the the riva-latest.zip file frm the link prvided in the dwnlad Extract the riva-latest.zip t: Fr x86 (32-bit) system: C:\Prgram Files\Omni Omni\Riva Riva\ Fr x64 (64-bit) system: C:\Prgram Files (x86)\omni Omni\Riva Riva\ 4. Brwse t the target extractin flder (step 3) and create desktp shrtcuts fr the fllwing files: Riva.exe and name the shrtcut Riva CRM. CRM Service Mnitr fr Exchange.cmd and name the shrtcut Riva CRM Mnitr. Perfrm a Check fr Updates Ensure that the latest release f Riva is installed: 1. Run Riva and click n Check fr Updates in the menu bar. Fllw the update wizard t dwnlad and apply the latest release files as applicable. 2. Clse and restart Riva. If yur netwrk envirnment uses web prxy authenticatin t access the internet, the Check fr Updates prcess may fail. Refer t fr instructins. Revised: August 26, Omni Technlgy Slutins Inc. Page 6 f 47

7 Step 2 Create Riva CRM Exchange Cnnectins System Requirements fr Exchange Cmmn system requirements: Certified Messaging Systems S ystems: Micrsft Exchange 2010, 2007 SP1 with Rllup 1, 2003 SP1+ Lgn Credentials: The Exchange cnnectr must be cnfigured t authenticate with an Exchange Enabled accunt that has been assigned "Full Access" r "Impersnate" permissins t the mailbxes t be managed by Riva. This accunt must nt be hidden frm the Exchange address list. This is the same requirement as ther third-party sync applicatins like BlackBerry Enterprise Server. The Active Directry user shuld nt be a member f the Dmain Admins grup. Refer t fr additinal details. Prtcls: Firewalls must allw MAPI r SOAP prtcls between the Riva Hst system and the Exchange server(s) cnfigured in the Riva Exchange cnnectins. Riva CRM Exchange Cnnectins Methds Riva CRM uses the fllwing types f Exchange cnnectin methds: Exchange Web Services (EWS): Riva can cnnect t Exchange 2010 and 2007 using EWS. These are installed and cnfigured by default if Web Access in enabled in yur envirnment. This is the preferred cnnectin methd fr Exchange 2007 and This is the same access as is required t supprt Apple Mail Exchange Cnfiguratin and the latest release f Enturage fr Mac (WSE). If yur hsted cntract prvides supprt fr Apple Mail Exchange r Enturage fr MAC WSE, Riva is als supprted. T cnfigure yur cnnectin fr Hsted Exchange, prvide the URL that is used t cnnect fr Apple Mail Exchange cnfiguratin. Messaging API (MAPI): Riva can cnnect t Exchange 2003, 2007 r 2010 using a MAPI. This requires the Outlk client be installed n the Riva system. Because f the Outlk client requirement, Riva must run n a system ther than the Exchange server. Riva CRM Exchange Cnnectins Types Riva CRM prvides the fllwing Exchange cnnectin wizards: Exchange 2003 Cnnectin: This is a MAPI cnnectin t Exchange 2003, 2007 r Use this cnnectin type under the fllwing circumstances: Exchange 2003 On-Premise supprts a direct cnnectin r can use an Outlk Prfile. Exchange 2003 Hsted use the Outlk Prfile cnfigured t use RPC ver HTTP. Exchange 2007 / 2010 On-Premise fr envirnments where EWS is nt enabled. Supprts a direct cnnectin r can use an Outlk Prfile. Exchange 2007 / 2010 Hsted - fr envirnments where EWS is nt enabled. Supprts a direct cnnectin r can use an Outlk Prfile cnfigured t use Outlk Anywhere Exchange 2007 Cnnectin nnectin: This is an EWS cnnectin t Exchange 2007 enabled fr Outlk Web Access. Use this fr n-premise and hsted Exchange cnnectins. Exchange 2010 Cnnectin: This is an EWS cnnectin t Exchange 2010 enabled fr Outlk Web Access. Use this fr n-premise and hsted Exchange cnnectins. Revised: August 26, Omni Technlgy Slutins Inc. Page 7 f 47

8 Hw t Cnfigure an EWS Cnnectin t a Target Exchange System 1. Start the Riva CRM applicatin. 2. Under Setup n the menu bar, click the Micrsft Exchange 2007 r Micrsft Exchange 2010 Cnnectin Wizard t run the applicable Exchange Cnnectin wizard. 3. At the Welcme windw click Next >. > 4. At the Enter the cnnectin details fr yur Exchange Server windw: Hst: prvide the rt URL t the OWA lgin, e.g. if the OWA server lgin URL is ex07.mnidevlabs.cm/wa/auth/lgn.aspx? then use ex07.mnidevlabs.cm as the hst value. User Name: prvide either the user lgin name fr the Exchange accunt that has been cnfigured with the "Full Access" r "Impersnate" permissins t the target Exchange accunts that will be synchrnized with the target CRM system. Yu can use either: dmain-name\username e.g. mnidevlabs\rivacrm rivacrm, r user principle name (UPN) e.g. rivacrm@mnidevlabs.cm cm Time Zne: select the time zne cnfigured fr the target Exchange server. Click Next > and Finish. This will create a Micrsft Exchange cnnectin. 5. Duble-click the cnnectin bject. Revised: August 26, Omni Technlgy Slutins Inc. Page 8 f 47

9 6. In the Cnnectin Edit windw, under Cnnectin Details, cnfirm that the cnnectin credentials lk crrect. Under the Test tab, prvide the lgin credentials fr ne f the Exchange accunts that will be synchrnized with the target CRM, and click the Test buttn. Revised: August 26, Omni Technlgy Slutins Inc. Page 9 f 47

10 If the cnnectin test is successful, click OK and Save. If the cnnectin test fails, click OK and Save. Measures will need t be taken t crrect the full access r impersnate permissins assigned t the Exchange cnnectin accunt. The test shuld be repeated until it is successful. Hw t Cnfigure a Direct MAPI Cnnectin t a Target Exchange System This prcedure requires that a suitable Outlk client is installed n the Windws system hsting the Riva CRM server. Use this prcedure fr MAPI cnnectin t n-premise Exchange server envirnments: 1. Start the Riva CRM applicatin. 2. Under Setup n the menu bar, click the Micrsft Exchange 2003 Cnnectin Wizard. 3. At the Welcme windw click Next >. > 4. At the Enter the cnnectin details fr yur Exchange Server windw: Revised: August 26, Omni Technlgy Slutins Inc. Page 10 f 47

11 Hst: prvide the DNS name f the target Exchange server e.g. ex07.mnidevlabs.cm Primary Mailbx chse Default unless therwise advised by Omni technical supprt t select and identify User Specified. Click Next >. > 5. In the Specify the credentials that will be used t cnnect t Exchange windw, select Cnnect using the specified cresentials ptin and prvide the lgin credentials fr the Exchange accunt that has been cnfigured with the "Full Access" r "Impersnate" permissins t the target Exchange accunts that will be synchrnized with the target CRM system. Click Next > and Fnish. This shuld create an Exchange 2003 cnnectin bject. 6. Duble-click the cnnectin bject. Revised: August 26, Omni Technlgy Slutins Inc. Page 11 f 47

12 7. In the Cnnectin Edit windw, under Cnnectin Details, cnfirm that the cnnectin details lk crrect. 8. Under Credentials, cnfirm that the credential details lk crrect. Revised: August 26, Omni Technlgy Slutins Inc. Page 12 f 47

13 9. Under the Test tab, prvide the Exchange accunt name fr ne f the Exchange accunts that will be synchrnized with the target CRM, and click the Test buttn. If the cnnectin test passes r fails, click OK and Save. If the cnnectin test fails, measures will need t be taken t crrect the full access r impersnate permissins assigned t the Exchange cnnectin accunt. The test shuld be repeated until it is successful. Hw t Cnfigure an a Outlk Prfile MAPI Cnnectin t a Target Exchange System This prcedure requires that a suitable Outlk client is installed n the Windws system hsting the Riva CRM server. In additin, an Outlk mail prfile needs t be created fr the Exchange accunt that has been cnfigured with Impersnate permissins fr the target Exchange accunts that will be synchrnized with the crrespnding target CRM accunts. That prfile must meet the fllwing requirements: Cached Exchange Mde is nt enabled in the prfile. Fr Exchange 2003, the prfile is cnfigured fr HTTP (HTTP ver RPC). Fr Exchange 2007 / 2010, the prfile is cnfigured fr HTTP (Outlk Anywhere). Use either Basic Authenticatin r NTLM Authenticatin (as specified by the Hsted Exchange service prvider). Revised: August 26, Omni Technlgy Slutins Inc. Page 13 f 47

14 Use this prcedure fr MAPI cnnectin t hsted Exchange server envirnments: 1. Start the Riva CRM applicatin. 2. Under Setup n the menu bar, click the Micrsft Exchange 2003 Cnnectin Wizard. 3. At the Welcme windw click Next >. > 4. At the Enter the cnnectin details fr yur Exchange Server windw: Revised: August 26, Omni Technlgy Slutins Inc. Page 14 f 47

15 Prfile: select the Outrlk prfile fr the cnnectin in the drp-dwn list e.g. DEMO3-EX07 EX07 Check the Requires Outlk Anywhere with Basic authenticatin nly if the utlk prfile is cnfigured fr basic authenticatin. D nt check this ptin f NTLM authenticatin is cnfigured in the Oultk prfile. Click Next >. 5. In the Specify the credentials that will be used t cnnect t Exchange windw, select Cnnect using the specified cresentials ptin and prvide the lgin credentials fr the Exchange accunt that has been cnfigured with the "Full Access" r "Impersnate" permissins t the target Exchange accunts that will be synchrnized with the target CRM system. Revised: August 26, Omni Technlgy Slutins Inc. Page 15 f 47

16 Click Next > and Fnish. This shuld create an Exchange 2003 cnnectin bject. 6. Duble-click the cnnectin bject. Revised: August 26, Omni Technlgy Slutins Inc. Page 16 f 47

17 7. In the Cnnectin Edit windw, under Cnnectin Details, cnfirm that the cnnectin details lk crrect. 8. Under Credentials, cnfirm that the credential details lk crrect. Revised: August 26, Omni Technlgy Slutins Inc. Page 17 f 47

18 9. Under the Test tab, prvide the Exchange accunt name fr ne f the Exchange accunts that will be synchrnized with the target CRM, and click the Test buttn. If the cnnectin test passes r fails, click OK and Save. If the cnnectin test fails, measures will need t be taken t crrect the full access r impersnate permissins assigned t the Exchange cnnectin accunt. The test shuld be repeated until it is successful. Step 3 Cnfigure the Riva Cnnectin t the target CRM System System Requirements fr Supprted CRM Cmmn system requirements: Certified CRM Systems ems: SugarCRM, Bluefin CRM, Intelecrm, inf@hand CRM, Micrsft Dynamics CRM, Micrsft SharePint, NetSuite, Oracle On Demand, Sage CRM, Salesfrce.cm, and SalesLgix. Lgn Credentials: Fr many-t-many Exchange-t-CRM synchrnizatin the user accunt used in the CRM cnnectin must have administrative rights t the target CRM accunts that will be synchrnized with the crrespnding Exchange accunts. Prtcls: Firewalls must allw MAPI r SOAP prtcls between the Riva Hst system and the CRM server(s) cnfigured in the Riva CRM cnnectins. Revised: August 26, Omni Technlgy Slutins Inc. Page 18 f 47

19 Types f CRM Cnnectin Methds Each Riva CRM Synchrnizatin plicy supprts fur different types f CRM cnnectin methds. In rder f preferred use, they are: Use Impersnatin (Primary methd) allws Riva t act as a trusted system accunt and act n behalf f a user withut requiring knwledge f the user passwrd. This is the mst secure, scalable and preferred ptin. Riva matches accunts between Exchange and the CRM based n the address. The user lgin names can be different. The CRM accunt used t create the CRM Cnnectin must be an administratr level accunt fr this methd t wrk. Nt all CRMs supprt this methd: SugarCRM 4.x 4.x, 5.x and 6 Pr and Enterprise natively supprted. SugarCRM 4.x Open Surce / 5.x Cmmunity Editin requires additin f custm Omni SapSud.php in the SugarCRM installatin. (See Cnfigure Use Impersnatin Supprt SugarCRM Cmmunity Editin belw). Inf@hand versin r requires additin f custm Omni SapSud.php in the Inf@hand installatin. (See Cnfigure Use Impersnatin Supprt SugarCRM Cmmunity Editin belw). Bluefin CRM versin r higher, natively supprted. Micrsft SharePint Server natively supprted. Micrsft Dynamics D CRM (Versin 3 and 4) natively supprted but requires cnfiguratin using MMC. (See Cnfigure Use Impersnatin Supprt Micrsft Dynamics CRM belw). Sage CRM natively supprted Salesfrce.cm Single Sign-On (SSO) must be enabled. See the infrmatin at Use the cnfigured CRM accunt (Tertiary methd) used when yu want t synchrnize a single CRM accunt t many Exchange accunts. Can als be used t synchrnize single user accunts but requires creating a unique CRM cnnectin and CRM Integratin Plicy fr each user. This methd will synchrnize the single CRM accunt used in the CRM Cnnectin Wizard t multiple Exchange accunts. Use a CSV file that cntains CRM lgin infrmatin uses a CSV file that cntains the address, CRM username and passwrd. This is the least secure ptin and shuld nly be used when n ther ptin wrks with the target CRM. The CSV file uses the fllwing frmat: ,CRM Lgin,CRM Passwrd bill1@mniclass.net,bill@htmail.cm,mypasswrd amit@mniclass.net,amit@htmail.cm,p@ssw()rd carl@mniclass.net,csmithersn@htmail.cm,25qmw7 givanna@mniclass.net,givanna.zucchelli@htmail.cm,cefyf25qmw7 Revised: August 26, Omni Technlgy Slutins Inc. Page 19 f 47

20 Address Settings Requirements Regardless f the CRM cnnectin type used, it is a best practice that the user address match the Exchange address, e.g. myname@mycmpany.cm This is a mandatry requirement fr the fllwing CRM systems: Micrsft Dynamics CRM Micrsft SharePint Server SageCRM Salesfrce.cm Cnfigure Use Impersnatin ersnatin Supprt SugarCRM Cmmunity Editin SugarCRM 4.x and 5.x Pr and Enterprise versins natively supprt Use Impersnatin using a special Trusted Accunt r Pseud Accunt. Hwever, SugarCRM Cmmunity Editin des nt install this supprt by default. Fllwing are the steps t add Psued supprt fr Sugar CRM Cmmunity Editin: 1. Lcate the base SugarCRM installatin directry. 2. Lcate the "sap" sub-directry. This directry shuld have a number f.php files: SapData.php, SapErrr.php, SapErrrDefinitins.php, etc Cpy the SapSud.php file frm the \Resurces Resurces\SugarCRM_CE flder in the Riva installatin directry t the SOAP directry indentified in number 2 abve. 4. Return t the base SugarCRM installatin directry. 5. Using yur favrite text editr, edit the sap.php file. 6. Scrll t the bttm f the file and lcate a line that reads: require_nce('sap/sapdata.php'); 7. On the next line, add: require_nce('sap/sapsud.php'); 8. Save the file. 9. Cngratulatins! Nw run Riva and cnfigure yur CRM plicy fr Use Impersnatin. After applying these changes, there is n need t restart services. This change is made in real-time. Cnfigure Use Impersnatin Supprt Micrsft Dynamics CRM T cnfigure the "Use Impersnatin" CRM cnnectin methd with Micrsft Dynamics CRM, the user accunt (with administratr privileges) that was used t cnfigure the Micrsft CRM Cnnectin Wizard must be added t the PrivUserGrup in Micrsft Active Directry. This grup is created by default during the Micrsft CRM installatin and setup. Revised: August 26, Omni Technlgy Slutins Inc. Page 20 f 47

21 The "trusted" cnnectin accunt must be assciated with a licensed Micrsft CRM user and have access t query the Users mdule. Revised: August 26, Omni Technlgy Slutins Inc. Page 21 f 47

22 Cnfigure the Riva CRM Cnnectin There are dedicated CRM Cnnectin Wizards available fr the supprted CRM types. T cnfigure the CRM system cnnectin: 1. Select the Setup tab and click the CRM: Target Cnnectin in the Cnnectin Wizards list t run the applicable CRM Cnnectin Wizard. 2. Fllw the respective CRM cnnectin wizard. T create the cnnectr fr the CRM system(s), yu need t prvide credentials f an administratin level service accunt that includes that user s CRM user name, CRM passwrd, and URL f the authenticatin web page fr the CRM system. Different CRMs have different authenticatin requirements and r URL ptins: SugarCRM, inf@hand CRM, Micrsft Dynamics CRM, Micrsft SharePint Server, SageCRM.cm and Bluefin CRM use the URL the user wuld nrmally lgin thrugh a brwser, e.g. The Micrsft CRM cnnectin wizard uses a CRM URL that can include rganizatin identifiers e.g. Revised: August 26, Omni Technlgy Slutins Inc. Page 22 f 47

23 In this example, the CRM cnnectin will authenticate t the Micrsft CRM server hsted at ts.cm and the rganizatin OmniLabs OmniLabs where the full web brwser URL wuld be ts.cm/omnilabs Fr Salesfrce.cm. the URLs are embedded int the cnnectin wizard s yu need t pick ne f the cnnectin types and use the credentials f an admin CRM accunt: Prductin (Encrypted https) used in mst envirnments Prductin (Nt encrypted http) used fr truble shting Sandbx (Encrypted https) used fr develpment testing 3. Click Next> and Finish inish. Revised: August 26, Omni Technlgy Slutins Inc. Page 23 f 47

24 Step 4 License Riva CRM Once the Exchange and CRM cnnectins have been created, run the License Request Wizard t create a license request file and submit the request electrnically r the resulting file t Omni t receive the licence: 1. Click the Request License n the menu bar, r if the selectin is nt available, under Plicies click n Enterprise CRM Integratin t pen the pane that displays the CRM Synchrnizatin plicy. Right-click Exchange CRM Synchrnizatin and select Request License t start the License Request Wizard. 2. At the Welcme t the Riva License Wizard windw, click Next >. > 3. In the Chse Licensing windw, under CRM Integratin select the Exchange Exchange ptin and click Next >. > Revised: August 26, Omni Technlgy Slutins Inc. Page 24 f 47

25 4. Fr Step 1: Chse which CRM t license... ensure that yur desired CRM cnnectin is displayed and click Next >. > 5. Fr Step 2: Select users parent cntainer, click select >> and the Exchange cnnectin will appear. Fr Step 3: Enter the number f users t license enter the number f user accunts t license. Fr a trial license, the recmmended number is 10. Click Next >. > Revised: August 26, Omni Technlgy Slutins Inc. Page 25 f 47

26 6. In the Cntact Infrmatin, fill in the infrmatin and click Next >. > 7. In the Submit Request Electrnically? windw click Yes. Riva will attempt t uplad the license request t the Omni License Request server. 8. If the license request uplad was successful, Riva will shw a successful Cmpleted windw. If the license request uplad was nt successful, Riva will pen a Cmpleted windw prmpt yu t send the file that was created t licensing@mni-ts.cm, Nte the path t the Revised: August 26, Omni Technlgy Slutins Inc. Page 26 f 47

27 LicenseRequest(date).request file. Yu will receive a license file by After yu receive the license, save a cpy f the Riva.license file t the \Licenses flder inside yur Riva installatin directry. Yu will need t clse and restart the Riva applicatin fr the license t take effect. Step 5 Create and Cnfigure the CRM Integratin Plicy Imprtant Nte - Depending n the versin f Outlk, the categry that is cnfigured in the Riva CRM plicy will be autmatically created in the user accunt in Outlk. If the categry was nt autmatically created during the initializatal synchrnizatin prcess, the user will need t add the categries t their Outlk Master Categry List and assign the desired clrs. Frm the Plicies tab, select the Enterprise CRM Integratin categry and click the Exchange CRM Synchrnizatin menu item t create and cnfigure the CRM synchrnizatin plicy settings: 1. Under the General tab, prvide a descriptive name and descriptin (ptinal). Select the desired CRM cnnectin. Click the add >> link t select the desired Exchange cnnectin (the list f available cnnectins will appear). Revised: August 26, Omni Technlgy Slutins Inc. Page 27 f 47

28 . Yu can muse ver each cnnectin t see a ppup nte that displays the full name f the cnnectin. Select the desired cnnectin and click Ok >>. This will pen an Exchange Brwser windw. T add a target accunt, type in the address f the accunt and click check name >>. If the address reslves t the Exchange system, then it will becme underlined. Click add >> t add it t the Selected Nde list bx. Keep adding additinal accunts until all are identified. Revised: August 26, Omni Technlgy Slutins Inc. Page 28 f 47

29 Nte If a Exchange MAPI cnnectin was used, a brwse >> link will be available which will pen an Exchange brwser windw that will allw the administratr t select user accunts and distributin grup bjects. This allws yu t add users t the grup t be synchrnized rather than having t add individual users. Click Ok >> twice t add the target Exchange accunts t the list in the plicy. 2. Under the General tab, ensure that the Enabled ptin is nt checked. 3. Under the Sync Start Time tab, set the desired start date t synchrnize active items t user Exchange accunts. This date cntrls hw much "histry" will be synchrnized t Exchange. Depending n the amunt f data in yur CRM, a best practice might be t set this t 30, 60 r 90 days histry. Any item that has been created r mdified in the date range will be synchrnized. In Dem mde, yu cannt change this value. Revised: August 26, Omni Technlgy Slutins Inc. Page 29 f 47

30 4. Under the Scheduling tab, set the Peak and Off-Peak synchrnizatin frequency values frm the available drp-dwn lists. Als click Edit Peak Times... and Edit Blackut Times... links t specify the Peak days and time ranges and Blackut days and time ranges. Riva will nt synchrnize any data during the Blackut perid. Peak Times recmmend t set the start time fr ne hur prir t nrmal ffice starting hurs and ne hur after nrmal clsing hurs. Blackut Times - set the blackut time t prevent Riva frm cmmunicating with Exchange during system maintenance and backup times. Revised: August 26, Omni Technlgy Slutins Inc. Page 30 f 47

31 5. Under the Address Bks tab, specify the name f the CRM address bks and categries that will be created in the Exchange accunt and indicate which type f address bk bjects t synchrnize between Exchange and the CRM system. In this case, Riva will create a new address bk using the categry name: <Address Bk name> Cntacts and <Address Bk name> Leads. We recmmend setting the Address Bk name field t identify the CRM slutin. In this example Riva will create a SugarCRM Cntacts and a SugarCRM Leads in the Exchange accunt. Optins t cnsider include: Require categry n new item (default) users can manually create a new address bk item (cntact r lead) in their Outlk client. T sync a new r existing Outlk client t the CRM, the user must mdify the assigned categry t match the apprpriate categry name. Cntacts will synchrnize t <CRM categry name> e.g. SugarCRM Leads will synchrnize t <CRM Lead categry name> e.g. SugarCRM Lead Sync all new items will autmatically assign the categry name t each new cntact r lead created in the user s Exchange accunt. This is prvided fr thse users that have mbility devices r use anther client (e.g. Mac Mail) that d nt supprt Exchange categries. If selected, when a user creates a new cntact n their mbility device, the cntact will be synchrnized up t the CRM. Synchrnize Cntacts uncheck t disable cntact synchrnizatin. Synchrnize Leads uncheck t disable lead synchrnizatin. Filter by security (default) cntact and leads will be synchrnized n the basis f visibility t the user. If the user can see the cntact r lead in CRM, then it will synchrnize frm CRM t Exchange. Filter by wnership cntacts and leads will be synchrnized n the basis f wnership (assignment t the target CRM user). Only thse cntacts and leads that are assigned t the user will be synchrnized frm CRM t Exchange. Revised: August 26, Omni Technlgy Slutins Inc. Page 31 f 47

32 6. Under the Calendar tab, specify the name f the CRM categry that will be assigned t appintments and phne calls that are synchrnized between the CRM and Exchange. Assigning existing Exchange appintments t the CRM categry will cause them t be synchrnized t the CRM. Optins t cnsider include: Require categry n new item (default) users can manually create a new Calendar item (appintment r phne call) in their Outlk client. T sync a new r existing calendar item frm their Outlk client t the CRM, the user must mdify the assigned categry t match the apprpriate categry name. Appintments will synchrnize t <CRM categry name> e.g. SugarCRM Phne Calls will synchrnize t <CRM Phne categry> e.g. SugarCRM Phne Sync all new items will autmatically assign the categry name t each new appintment r phne call created in the user s Exchange accunt. This is prvided fr thse users that have mbility devices r use anther client (e.g. Mac Mail) that d nt supprt Exchange categries. If selected, when a user recrds a new appintment r phne call n their mbility device, the item will be synchrnized up t the CRM. Synchrnize Appintments uncheck t disable cntact synchrnizatin. Synchrnize Phne Calls uncheck t disable lead synchrnizatin. 7. Under the Task tab, specify the name f the Task categry and check Synchrnize Tasks (Only uncmpleted tasks will sync) t allw the plicy t synchrnize tasks between the tw systems. Synchrnized tasks will appear in the Task List in the client. Optins t cnsider include: Require categry n new item (default) users can manually create a new task in their Outlk client. T sync a new r existing task frm the Outlk client t the CRM, the user must mdify the assigned categry t match the apprpriate categry name. Sync all new items wrks the same as Calendar but applies t LL new tasks created. Revised: August 26, Omni Technlgy Slutins Inc. Page 32 f 47

33 8. Under the Other tab, specify the name f the CRM parent flder that will be created in the Exchange accunt Mailbx. Check the type f mdules t enable fr SmartCnvert and Assign T. The mdules displayed will match the type f CRM being synchrnized t. Different CRMs have supprt fr different mdules. Fr example, MS Dynamics CRM supprts Orders and Service Calls in additin t Qutes, Opprtunities and Cases. Nte: If yur CRM system des nt use a listed mdule d nt check that mdule. If an unused mdule is selected, the resulting synchrnizatin cycles may suffer frm pr perfrmance r cause synchrnizatin errrs. 9. Under the SmartCnvert TM tab, check t Enable SmartCnvert and prvide the name f the Smart Cnvert child flder that will be created inside the CRM Cntent flder. This will be the prefix fr each f the new sub-flders under Opprtunities, Qutes, Cases, etc. We recmmend yu use smething like "- Create New". Ensure that yu place a - befre the Create New in the Parent flder name t cnvert flders: This will ensure - Create New flders appear at the tp f the flder list fr each f the pprtunity, case, rder r qute flders. Revised: August 26, Omni Technlgy Slutins Inc. Page 33 f 47

34 Fr the Cntact and Cmpany/Organizatin Creatin Optins: Select D nt create new Cntacts based n CC and BC addresses t cnfigure Riva t nt create Accunts and Cntacts frm addresses in the CC r BC f s when using SmartCnvert t autmatically create a new pprtunity, case, rder r qute.. Select Must match at least ne Cntact t be cnverted t nly allw creating new s, pprtunities, cases, pprtunities, etc if at least ne cntact exists in the CRM. If selected, the ptin Match against Leads if n matching Cntacts fund will nt wrk. Select Assign cnverted item t Accunt f matched Cntacts t assign new item t bth the cntact and the crrespnding accunt. If nt checked, the newly created item will nly be assigned t the cntact r lead. Select Match against Leads if n matching Cntacts fund t allw using Leads fr newly created items. If n cntact r lead exists, Riva will create a new Accunt and Lead Select Users and cntacts are mutually exclusive t ensure that new cntacts and accunts are nt created if there is a CRM user that matches the address check in the T, Frm r CC/BC fields. Fr the Cntact Creatin Filter: Leave blank (default) t allw SmartCnvert t create new CRM cntacts and accunts. Enter a * t prevent SmartCnvert frm creating new CRM cntacts and accunts. Enter a semi-cln delimited list f dmain name(s) that will be filtered ut when yu drag-and-drp s in the SmartCnvert flders in the Exchange client. If yu enter an @gmail.cm) n cntacts r accunts will be created fr s that match the creatin filter. Otherwise SmartCnvert will wrk (e.g. archive , create an pprtunity, etc) if the accunt and cntact that matches the already exists. This is cmmnly used t filter yur wn dmain names t prevent creating cntacts in yur CRM based n yur dmain name and fr generic services like Gmail, HtMail, etc. 9. Under the AssignT tab, check Enable Assign T t allw users t cpy s and assign them t existing cases, pprtunities, qutes, etc. Specify the parent flder name that will hld the child Assign t flders fr each pprtunity, case r qute. The recmmended flder name is Assign T but can be changed. Revised: August 26, Omni Technlgy Slutins Inc. Page 34 f 47

35 Under Assign t Categry Settings, assign a categry name t identify the pprtunities, cases, rders and qutes that are ging t have "Assign T" flders created. The default categry name is Assign T. We recmmend yu leave this as default. Because this ptin creates a new categry and because categries are nt available in the Exchange client until the client is restarted, users will need t restart the client after the first initializatin has ccurred t see these features. Once assigned, the name f the "Assign T" categry cannt be changed. Under the Opprtunities, Qutes, Orders and Cases flders, fr each f the Opprtunities, Qutes and Cases that have the categry applied, yu will see an "Assign T" flder. This "Assign T" flder will include a link t the related master under the Opprtunities, Qutes, Orders r Cases flders. Fr Assign T Flder Creatin Filter: Select Limit the number f flders and set the value (default is 30). This will limit the maximum number f Assign T children flders t 30. As a given pprtunity, case r qute is mdified in the CRM, it will be synchrnized t the apprpriate Assign T flder and the ldest flder in the list (based n date/time) may be remved. Mdify this value t match the number f pen cases, pprtunities, etc that can be cnfrtable managed and used in the Outlk client. Select Limit age f items fr which flders will be created t and set the number f days (default is 30). When an pprtunity, case r qute ages beynd the limit, the Assign T flder fr that pprtunity, case r qute will be remved frm Exchange accunt. Simply update an pprtunity, case r qute that is utside the date range fr the Assign T flder t be re-created. Mdify this value t match the average length f yur sales cycles. Warning if yu uncheck bth f the Flder Creatin Filters all active pprtunities, cases and qutes will be synchrnized t the Exchange client and a crrespnding Assign T flder will be created fr each item. Fr Assign T Srt Optins specify the preferred srt rder fr displaying items in the Outlk client. Revised: August 26, Omni Technlgy Slutins Inc. Page 35 f 47

36 10. Under the Cnnectin Optins, specify the Executin Threads and CRM cnnectin methd. Nte - Riva will test t see if the selected CRM cnnectin methd will wrk. Executin Threads - This cntrls the number f accunts that will synchrnize at nce. Depending n yur system perfrmance, yu will want t adjust this value. During the initializatin, we recmmend starting with the default and increasing as required. Depending n the number f accunts and the amunt f data being synchrnized, the initial accunt prvisining prcess might be intensive. After yur accunts have been initialized, the number f threads value can be increased t a higher value. CRM Cnnectin Methds (refer t Riva CRM Cnnectin Methds abve) specify the desired CRM cnnectin methd. Use Impersnatin (Primary methd) uses the master Exchange username t impersnate each accunt. Passwrds are nt required as the cnnectin uses the credentials f the CRM service accunt used in the CRM cnnectin. The CRM accunt used in the CRM Cnnectin Wizard must be an administratr level accunt. This is the mst secure, scalable and preferred ptin. Nt all CRM slutins are supprted. Sme CRM systems need special cnfiguratin. Use the cnfigured CRM accunt (Tertiary methd) used when yu want t synchrnize a single CRM accunt t many Exchange accunts. Can als be used t synchrnize single user accunts but requires creating a unique CRM cnnectin and CRM Integratin Plicy fr each user. It will nly synchrnize the CRM accunt used in the CRM Cnnectin. Use LSAKey t extract LDAP passwrd (Secndary methd) if LDAP authenticatin is cnfigured n the target, this methd uses the LSAKey t extract the LDAP passwrd fr each Active Directry accunt and cnnect t the CRM with the extracted credentials. Requires a cnfigured Riva Active Directry Cnnectin be cnfigured in additin t the Exchange cnnectin. Cntact Omni technical supprt fr additinal infrmatin n this ptin. Revised: August 26, Omni Technlgy Slutins Inc. Page 36 f 47

37 Use a CSV file that cntains CRM lgin infrmatin uses a CSV file that cntains the address, CRM username and passwrd. Least secure ptin and used when n ther ptin wrks with the target CRM. Salesfrce has an additinal cnfiguratin ptin which requires the Riva Single Sign-n Service be installed and cnfigured. Cntact Omni fr mre infrmatin n this requirement. 11. Under General tab, ensure that Enable is nt checked. When this plicy is saved, Riva will prmpt yu whether yu want t start the initial synchrnizatin. Click Save >> t save the synchrnizatin settings. At the Install Riva_Service_CrmAgent? windw, select Yes t install the Riva CRM Agent service. This will create and start a service called Omni Riva (CRM Agent fr Exchange). By default, this service is cnfigured t start when Windws lads. The service can be started, stpped and restarted using the Riva CRM Agent Service Mnitr r standard Windws Services management cnsle. Nte: If the Exchange cnnectin uses an Outlk prfile, then the user accunt that created (and wns) the Outlk prfile must be cnfigured t lg n as the service. Open the Windws Service management cnsle and mdify the Lg On setting. Revised: August 26, Omni Technlgy Slutins Inc. Page 37 f 47

38 Step 6 Run & Verify Initial Synchrnizatin Carefully cnsider what date yu want t chse fr the initial synchrnizatin. When ding an initial synchrnizatin, a significant amunt f netwrk traffic is created t cpy the data frm the CRM system t the users' Exchange accunts t create the new Cntact and Leads address bks, the CRM calendar and the CRM cntent flders. If yu are initializing a large number f users, we recmmended the initial synchrnizatin be perfrmed during quiet hurs. Yu might want t adjust yur Blackut Times during the first initializatin s it can ccur during the night. T start initial synchrnizatin: 1. In Riva, edit the CRM Synchrnizatin plicy, check Enabled, and click Save >>. This will aut-start the Riva CRM Agent service. 2. If yu pen the Riva CRM Service Mnitr, (see step 6 abve) yu will see the users specified in the CRM Synchrnizatin plicy. If yu check View all Activity Mnitrs an individual synchrnizatin mnitr windw will pen fr each user in the list. Users d nt have access t this mnitr. They will be able t tell the prcess is wrking fr them by viewing the new cntacts, calendar items and ther synchrnized mdules that were autmatically created in the Exchange accunt: Revised: August 26, Omni Technlgy Slutins Inc. Page 38 f 47

39 Synchrnizing Data Between Exchange and Yur CRM Slutin Current Synchrnizatin Optins Riva CRM Integratin Server is a backgrund, transparent synchrnizatin applicatin that runs n a Windws desktp r server. There are n changes required r sftware t be installed n the user wrkstatins, brwsers, Outlk, Outlk Web Access, Enturage, IMAP clients r BlackBerry r ActiveSync devices. Bi-directinal Synchrnizatin. The fllwing bi-directinal synchrnizatin ptins are prvided: Cntact List cntacts (cntacts in CRM) and rganizatins (accunts in CRM). Riva creates a Cntacts and a Leads address bk in Exchange and assigns them t the apprpriate accunt Appintments Tasks - nly uncmpleted tasks will be synchrnized. Cmpleted tasks will be remved frm the Exchange calendar views during the next Riva synchrnizatin cycle. With bi-directinal synchrnizatin, the user can make a change in Exchange r in the CRM interface and the data will synchrnize in bth directins during the next Riva synchrnizatin cycle. Uni-directinal Synchrnizatin. The fllwing uni-directinal (frm CRM t Exchange nly) synchrnizatin is supprted: CRM phne calls appear as appintments in Exchange CRM Qutes appear as read-nly and HTML CnnectBar view s CRM Opprtunities appear as read-nly and HTML CnnectBar view s CRM Cases appear as read-nly and HTML CnnectBar view s CRM Orders appear as read-nly and HTML CnnectBar view s The fllwing diagram illustrates the available synchrnizatin: Revised: August 26, Omni Technlgy Slutins Inc. Page 39 f 47

40 Wrking with Outlk Categries Depending n the versin f Outlk, the categry that is cnfigured in the Riva CRM plicy will be autmatically created in the user accunt in Outlk. If the categry was nt autmatically created during the Initializatin prcess, the user will need t add the categry t their Outlk Master Categry List. If the user wants t differentiate CRM appintments, tasks, phne calls and tasks based n categry clrs, they will need t add the categry t the Master list and assign the clr. Plicy Management Tasks Explained Making Changes t an Existing ing CRM Synchrnizatin Plicy Certain factrs shuld be kept in mind when making changes t an existing Riva CRM synchrnizatin plicy: When changes are saved t an existing Riva CRM synchrnizatin plicy that is running, thse changes will be immediately applied. Certain changes, such as adding multiple new Exchange accunts t the plicy can cause an increase in netwrk traffic. We recmmend changes that can result in lts f traffic be implemented during quiet hurs. Changes that are made t plicy settings will affect all Exchange accunts assigned t the plicy being changed. If yu nly need t make changes t certain Exchange accunts, remve thse accunts frm the plicy and create a new plicy t manage them with. A best practice is t use distributin grups t identify Exchange accunts rather than adding/remving individual users frm the Riva list. Adding r remving users frm the distributin lists will nt be applied until the Riva CRM Agent service is restarted. Restarting the Riva CRM Agent Service Any time that a change is made t an existing Exchange CRM Synchrnizatin plicy, Riva will autmatically restart the service fr the user accunt affected by that change withut affecting ther users that are currently synchrnizatin. This allws an administratr the ability t add an accunt (user) t an existing Exchange CRM Synchrnizatin plicy during nrmal wrking hurs withut affecting ther There are a number f different ways t stp and start the Riva CRM Agent fr Exchange service t supprt Windws r Riva maintenance: In the Riva CRM Service Mnitr applicatin, click the Restart buttn r the Stp and Start buttns t restart the service. Frm a cmmand prmpt, type: net stp Riva_Service_CrmAgentEx t stp the service net start Riva_Service_CrmAgentEx t start the service Revised: August 26, Omni Technlgy Slutins Inc. Page 40 f 47

41 Use Micrsft MMC Services cnsle t stp and start the service. Using Riva CRM Integratin Lgs Yu can refer t the fllwing lgs fr infrmatin n Riva CRM integratin t assist with truble-shting: Lk at the Riva lg files in the \Lgs flder t see a recrd f the synchrnizatin cycles and any errrs that ccurred during a synchrnizatin cycle. There are lgs maintained fr each user in the \CRM Integratin Lgs flder Revised: August 26, Omni Technlgy Slutins Inc. Page 41 f 47

42 Managing Exchange Accunts in the Plicy The recmmended practice is t use Exchange distributin grups t identify Exchange accunts t be managed by a CRM synchrnizatin plicy. If changes are made t the membership f a grup that is cnfigured in a Riva CRM plicy, thse changes will nt be applied until the Riva CRM Agent service is restarted. Riva is nt aware when grup memberships change. Utilizing Multiple Riva CRM Synchrnizatin Plicies Riva permits the creatin f multiple CRM synchrnizatin plicies using the same CRM cnnectin. WARNING - Ensure that the same Exchange accunt is nt assigned t mre than ne CRM synchrnizatin plicy that cnnects t the same CRM system. Duplicate items will be created in the target CRM system and/r the users Exchange accunts. Riva cannt prevent an Exchange user frm being assigned t than ne CRM synchrnizatin plicy. Riva can supprt applying multiple CRM synchrnizatin plicies. Yu wuld use this strategy when: Different grups f Exchange accunts play different rles within an rganizatin. They therefre need different CRM synchrnizatin settings fr synchrnizatin frequency, names f CRM synchrnizatin flders, r different mdules being synchrnized t different grups f users. Sales peple will nt necessarily need r want supprt r service requests t be synchrnized t their accunts. Technical supprt staff wn't need pprtunities r qutes synchrnized t their accunts. Create the number f plicies required t supprt the different "rles" and synchrnizatin requirements fr users in yur envirnment. Certain Exchange accunts need t synchrnize data t tw r mre CRM r 3 rd party applicatins. Fr example, yur senir sales execs might need access t Micrsft CRM (fr Canadian sales), Salesfrce (fr US sales) and SugarCRM Cmmunity Editin fr all supprt staff. Riva allws multiple CRMs t be synchrnized t a single Exchange accunt. When the Riva CRM Agent service reads multiple CRM synchrnizatin plicies, it will build a cmbined synchrnizatin schedule based n all f the plicies. Revised: August 26, Omni Technlgy Slutins Inc. Page 42 f 47

43 Riva administratrs can ptimize CRM plicies by adjusting synchrnizatin interval frequencies and executin threads t best meet the needs f users while maintaining acceptable levels f server perfrmance. Riva CRM Management Tasks License Mdes fr Riva CRM Integratin Server Riva CRM Integratin Server supprts the fllwing license mdes and type f licences: Dem Mde Riva CRM Integratin Server will perate in Dem mde when n.license file has been applied t the Riva applicatin. Dem mde includes the fllwing limitatins: Sync Start Time is disabled. Riva is limited t initially synchrnizing 7 days f active CRM data befre the plicy is created and saved. This mde allws fr a maximum f 50 f each type f bject (lead, cntact, accunt, task, appintment, pprtunity, and case) t be created in CRM Cntent calendars/flders and cntact bk in the Exchange accunt fr each user assigned t the plicy. Trial License allws full CRM synchrnizatin functinality fr the perid fr which the license was issued. When the license expires, data will n lnger be synchrnized between Exchange and the CRM system. Trial licenses are nrmally limited t 10 users fr 15 days. Perpetual License fr n-premise CRMs. Fr On-premise CRMs, if supprt expires, Riva CRM will cntinue t functin but Riva cannt be upgraded t the latest release and technical supprt is n lnger available. Subscriptin License fr hsted CRMs allws full CRM functinality and full supprt fr a fixed 365 day perid. The license must be renewed n an annual basis. Riva CRM will cease t functin when the subscriptin date expires. Hw t Apply Replacement Licences t Riva CRM Integratin Server fr Exchange Riva uses cumulative license files. That means that tw r mre.license files can be saved int the \Licenses flder and Riva will lad all licences int memry when it starts. Riva will nt be able t perfrm a Check fr Updates if there is an expired licence in the \Licenses flder. Riva might als encunter difficulties when Trial and Full.license files fr the same plicy are stred in the \Licenses flder. Use the fllwing steps t apply replacement license files: 1. Unlad the Riva applicatin and stp the Riva CRM Agent Service. 2. Remve existing license files (but nt the.licensees files )frm the \Licenses flder. 3. Save replacement.license files in t the \Licenses flder. 4. Start the Riva applicatin and the Riva CRM Agent Service. Hw t Apply Additinal Licences t Riva CRM Integratin Server fr Exchange If yu are adding new r additinal.license files t increase existing license cunts and license anther Riva mdule, use this prcedure t update the license files: 1. Unlad the Riva applicatin and stp the Riva CRM Agent Service. 2. Save new r additinal.license files in t the \Licenses flder. 3. Start the Riva applicatin and the Riva CRM Agent Service. Revised: August 26, Omni Technlgy Slutins Inc. Page 43 f 47

44 Hw t Update Riva CRM Integratin Server Updates t Riva CRM Integratin Server can include updates t the Riva CRM Agent Service. If yu are licensed fr Riva CRM and select the Check fr Updates ptin, if a new versin is available, yu will be prmpted t dwnlad the update. If yu select Yes, Riva will autmatically: 1. Dwnlad the update t the cmputer hsting Riva. 2. Stp the Omni Riva (CRM Agent) service if it is running. 3. Uninstall the service. 4. Apply the update. 5. Advise that Riva has been updated and require that it be restarted. 6. It is recmmended that bth the Riva applicatin (interface) and the Riva CRM Agent Service Mnitr interface be unladed and restarted. Hw t Uninstall Riva CRM Integratin Server There is n uninstaller fr Riva. Uninstalling Riva CRM Integratin Server requires disabling CRM synchrnizatin plicies, stpping and remving the Riva CRM Agent service, and deleting the Riva installatin directries. T cmpletely remve Riva CRM Integratin Server: 1. (Optinal) If Riva is n lnger ging t be used, it will be necessary t remve CRM synchrnized data frm Exchange accunts and client applicatins. Fllw the steps in Hw t Permanently Remve Synchrnized Data frm the Exchange Client fr all Riva CRM user accunts. The Riva CRM Agent service needs t be restarted and all Riva CRM plicies need t run at least nce t ensure that data is remved. 2. Stp the Riva CRM Agent service. This can be dne by stpping the service in Services using Micrsft Management Cnsle (MMC), r by using the net stp cmmand. 3. Uninstall the Riva CRM Agent service by typing the Omni.Riva.CrmAgent.Ex. Ex.exe uninstall frm the active applicatin flder in the Riva installatin in a cmmand.prmpt windw. Revised: August 26, Omni Technlgy Slutins Inc. Page 44 f 47