Riva CRM Integratin Enterprise Editin n Windws Administratr Guide This Guide Welcme t the Administratr Guide fr Omni s Riva CRM Integratin fr GrupWise - Enterprise Editin fr implementatin n a Windws perating system. Fr infrmatin n hw t install Riva n Linux, please refer t: http:///frum/pst--2205--page-1.html. Riva CRM Integratin fr GrupWise prvides transparent, server-side, bi-directinal synchrnizatin f appintments, tasks, ntes and address bk infrmatin between GrupWise and CRM and third-party linef-business applicatins. Opprtunities, qutes, cases and ther CRM supprted mdule infrmatin are synchrnized t GrupWise. Users can use the Omni CnnectBar t edit, review r delete CRM pprtunities, qutes and cases directly frm the GrupWise client. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 1 f 41
Table f Cntents Hw Riva CRM Enterprise Editin Wrks... 3 System Requirements... 3 Riva CRM Cnnectin Methds... 3 Types f Cnnectin Methds... 3 Email Address Settings Requirements... 4 Cnfigure Use Impersnatin Supprt SugarCRM Cmmunity Editin... 5 Cnfigure Use Impersnatin Supprt Micrsft Dynamics CRM... 5 Hw t Enable Universal Passwrd and NMAS... 6 Cnfiguratin Requirements fr SharePint Server Integratin... 6 Install and Cnfigure Riva CRM Enterprise Editin... 7 Step 1 Install Riva CRM Enterprise Editin... 7 Step 2 Setup Riva Cnnectins t the CRM System... 7 Step 3 Hw t Request a License... 9 Step 4 Create and Cnfigure a CRM Integratin Plicy... 13 Step 5 Install the Riva CRM Agent Service Mnitr... 19 Step 6 Run & Verify Initial Synchrnizatin... 20 Synchrnizing Data Between GrupWise and Yur CRM Slutin... 25 Current Synchrnizatin Optins... 25 Using the Omni CnnectBar... 26 Using SmartCnvert and AssignT... 27 Use Create New t Archive Email t the CRM Accunt... 28 Use Assign New t Archive Email t a Qute, Opprtunity r Case... 28 Use Create New t Create a New Qute, Opprtunity r Case... 28 Micrsft SharePint t GrupWise Synchrnizatin... 29 Plicy Management Tasks Explained... 30 Making Changes t an Existing CRM Synchrnizatin Plicy... 30 Restarting the Riva CRM Agent Service... 30 Using Riva CRM Lgs... 31 Managing the GrupWise Accunts in the Plicy... 32 Utilizing Multiple CRM Synchrnizatin Plicies... 33 Hw t Make Plicy Changes Withut Re-initializing Data... 34 Hw t Remve Existing Data and Re-Initialize New Data... 35 Hw t Remve Existing Data and Re-Initialize New Data with New Settings... 35 Hw t Permanently Remve Synchrnized Data in the GrupWise Client... 36 Riva CRM Management Tasks... 37 License Mdes fr Riva CRM Enterprise Editin... 37 Hw t Apply Replacement Licences t Riva CRM Enterprise Editin... 38 Hw t Apply Additinal Licences t Riva CRM Enterprise Editin... 38 Hw t Update Riva CRM Enterprise Editin... 38 Hw t Uninstall Riva CRM Integratin Enterprise Editin... 38 Supprt fr Riva CRM Desktp Editin... 40 Reprting a Technical Issue... 40 Upgrade and Supprt Maintenance Agreements... 40 Free Supprt... 40 Cntacting Supprt... 41 Online Supprt... 41 Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 2 f 41
Hw Riva CRM Enterprise Editin Wrks Riva is a cmbinatin f three key cmpnents that wrk tgether: 1. Riva Interface - used t cnfigure the Riva edirectry and ther cnnectrs. Used t cnfigure the GrupWise Trusted Applicatin, cnfigure the CRM Cnnectr and cnfigure the CRM Synchrnizatin Plicy(ies). 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 Mdule plicy. See belw fr infrmatin n hw t manually uninstall the service. 3. Riva CRM Agent Service Mnitr - prvides real-time summary r full synchrnizatin infrmatin. System Requirements Riva CRM Integratin fr GrupWise - Enterprise Editin makes use f the Riva platfrm which must be installed and cnfigured. Please refer t the fllwing Riva dcuments fr installatin and cnfiguratin: View the Riva Setup and Cnfiguratin Guide fr instructins t install the Riva platfrm applicatin and t run the Cnnectin wizards t create the necessary system cnnectrs. View http:///frum/pst--2205--page-1.html fr infrmatin n hw t install, cnfigure and manage Riva CRM Enterprise Editin n a Linux system. System requirements fr Riva CRM Enterprise Editin n Windws: Hst cmputer system shuld be a Windws XP Pr r Windws 2003 Server cmputer with the latest Service Pack and patches with an additinal 256 MB f RAM and 50 MB f disk space fr the Riva applicatin. Windws.NET Framewrk 2.0 r higher must be installed. GrupWise Client 7.0.2 r higher must be installed n the Windws hst cmputer. LDAP cnnectivity t the edirectry server that hsts the LDAP Server and LDAP Grup bjects that supprt the GrupWise system and SOAP cnnectivity t the GrupWise pst ffice agent(s). GrupWise server 7.0.2 r higher running n NetWare, Windws r Linux servers. The Pst Offices being serviced by Riva CRM Integratin must have SOAP enabled and the SOAP prt must nt be restricted by a firewall. AssignT functinality requires GrupWise 7.0.3. Riva CRM Cnnectin Methds 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. The user s GrupWise username must match the user s CRM lgin name. The CRM accunt used t riginally create the CRM Cnnectin must be an administratr level accunt fr this methd t wrk. Nt all CRMs supprt this methd: SugarCRM 4, 4 5 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). Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 3 f 41
Inf@hand versin 5.3.3+ 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 5.3.2 r higher, natively supprted. Micrsft SharePint Server natively supprted. Micrsft Dynamics CRM (Versin 3 and 4) natively supprted but requires cnfiguratin using MMC. (See Cnfigure Use Impersnatin Supprt Micrsft Dynamics CRM belw). Micrsft SharePint Server natively supprted. Sage CRM natively supprted Salesfrce.cm NOT SUPPORTED Use the cnfigured CRM accunt (Tertiary methd) used when yu want t synchrnize a single CRM accunt t many GrupWise 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 GrupWise accunts. Use NMAS t extract LDAP passwrd (Secndary methd) uses NMAS user names and passwrds t authenticate t target CRM accunts. NMAS user names/passwrds must match CRM user names/passwrds. This ptin requires that: NMAS Universal Passwrd be cnfigured, the edirectry and CRM user name be the same, and the user CRM passwrd match the Universal Passwrd. This is the preferred cnnectin methd fr Salesfrce.cm. Refer t Hw t Enable Universal Passwrd and NMAS belw fr detailed instructins. Use a CSV file that t cntains CRM lgin infrmatin uses a CSV file that cntains the email 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: Email,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 Email Address Setting Requirements Regardless f the CRM cnnectin type used, it is highly recmmended fr all CRM systems t have the user email address match the edirectry email address, e.g. myname@mycmpany.cm is cnfigured fr the same user in the CRM accunt and the edirectry accunt. This is a mandatry requirement fr the fllwing CRM systems: Micrsft Dynamics CRM Micrsft SharePint Server SageCRM Salesfrce.cm Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 4 f 41
Cnfigure Use Impersnatin 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. SugarCRM Open Surce 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... 3. 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 use the "User Impersnatin" CRM cnnectin methd, 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. The "trusted" cnnectin accunt must be assciated with a licensed Micrsft CRM user and have access t query the Users mdule. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 5 f 41
Hw t Enable Universal Passwrd and NMAS Backgrund - Certain CRM systems d nt supprt a "Trusted Accunt" r "Pseud Accunt" t allw Riva CRM Enterprise Editin t transparently access multiple CRM accunts. Examples f these systems include SugarCRM Cmmunity Editin, Micrsft Dynamics CRM and Salesfrce.cm. Riva CRM can leverage Nvell's Universal Passwrd t vercme this CRM limitatin. Administratrs use Nvell Mdular Authenticatin Services (NMAS) t create a Universal Passwrd plicy that is assigned t the cntext f the users whse accunts are being accessed by Riva in the CRM. The fllwing three cnditins are required t cmplete the prcess t supprt NMAS passwrd access fr CRMs that dn't supprt a "Trusted Accunt": NMAS Universal Passwrd be cnfigured The GrupWise and CRM accunt names must be the same The edirectry and CRM passwrds must be the same This cnfiguratin allws Riva Enterprise Editin t transparently access the multiple GrupWise and CRM accunts t be synchrnized. If yur CRM supprts LDAP Authenticatin, we highly recmmend enabling this functinality. This simplifies passwrd management and allws yur CRM t use the edirectry lgin and passwrd. Enable NMAS - Fllw the applicable Nvell instructins t install and enable Nvell Mdular Authenticatin Service (NMAS). Create/Assign Universal Passwrd Plicy - use the fllwing steps t create and assign Universal Passwrd Plicy t supprt Riva CRM Enterprise Editin: 1. Lgin t imanager (http://ipaddress-f-server/nps) as the admin user. 2. Under "Rles and Tasks", select "Passwrds" > "Passwrd Plicies". 3. Click "New..." t run the create passwrd plicy wizard. 4. Fr Step 1 f 8: prvide a "Plicy Name", and "Descriptin" (ptinal) and "Passwrd Change Message" (ptinal). Click "Next >>". 5. Fr Step 2 f 8: select "Yes" and check "Enable the Advanced Passwrd Rules (g t Step 3)". Click "View Optins" and make desired changes. Fr Riva CRM Enterprise Editin, we recmmend that yu accept the default ptins. Click "Next >>". 6. Fr Step 3 f 8: make any necessary changes t supprt yur envirnment and click "Next >>". 7. Fr Step 4 f 8: select either Yes r N (the default is "N" which will skip steps 5 and 6). Click "Next >>". 8. Fr Step 7 f 8: Click the magnify glass icn, brwse and select the different cntainers f users that will be assigned this universal passwrd plicy. Click "Next >>". 9. Fr Step 8 f 8: Click "Finish" and "Clse". Cnfiguratin Requirements fr SharePint Server Integratin There are tw key cnfiguratin requirements t ensure that data synchrnizatin between GrupWise and Micrsft SharePint Server will wrk: Use Impersnatin must be selected as the CRM cnnectin methd, and The user s edirectry email address value and SharePint accunt email value must be identical. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 6 f 41
Install and Cnfigure Riva CRM Enterprise Editin There are six steps t install and cnfigure Riva CRM Enterprise Editin n a Micrsft Windws system: Step 1 Install the Riva interface and setup the cnnectins t the target edirectry and GrupWise system. Step 2 Setup the Riva cnnectin t the target CRM system(s). Step 3 Submit a Riva CRM Integratin license request Step 4 Create the CRM Integratin plicy and cnfigure the desired synchrnizatin settings Step 5 Install the Riva CRM Agent Service Mnitr Step 6 Run and verify the initial synchrnizatin Step 1 Install Riva CRM Enterprise Editin Refer t the Riva Setup and Cnfiguratin Guide t install the Riva interface, cnfigure the required edirectry and GrupWise cnnectins and run the Check fr Updates prcedure t upgrade Riva t the latest available release. Refer t the Step 3 Request a Riva CRM Integratin License Request fr instructins t request and apply a trial r full license fr Riva CRM Enterprise Editin. Step 2 Setup the Riva Cnnectin t the CRM system T cnfigure the CRM system cnnectin: 1. Select the Setup tab and click the Target Cnnectin in the Cnnectin Wizards list t run the applicable CRM Cnnectr Wizard. 2. Fllw the respective CRM cnnectin wizard. T create the cnnectr fr the CRM systems, yu need t prvide credentials f an administratin level service accunt which includes that user s CRM user name, CRM passwrd, and URL f the authenticatin web page fr the CRM system: Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 7 f 41
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. http://crm.mycmpany.cm The Micrsft CRM cnnectin wizard uses a CRM URL that can include rganizatin identifiers e.g. http://mscrm.mycmpany.cm/rganizatin In this example the CRM cnnectin will authenticate t the Micrsft CRM server hsted at http://mscrm.mni http://mscrm.mni-ts.cm ts.cm and the rganizatin OmniLabs OmniLabs where the full web brwser URL wuld be http://mscrm.mni-ts.cm/omnilabs ts.cm/omnilabs Fr Salesfrce.cm. the URLs are embedded int cnnectin wizard s yu need t pick ne f the cnnectin types and use the credentials f a legitimate CRM accunt: Prductin (Encrypted https) used in mst envirnments Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 8 f 41
Prductin (Nt encrypted http) used fr truble shting Sandbx (Encrypted https) used fr develpment testing 3. Click Next> and Finish. Step 3 Hw t request a license: Once the edirectry, GrupWise and CRM cnnectins have been created, run the License Request Wizard t create a license request file and email the resulting file t Omni t receive the licence: 1. Under Plicies click n Enterprise CRM Integratin t pen the pane that displays the CRM Synchrnizatin plicy. 2. Right-click CRM Synchrnizatin and select Request License t start the License Request Wizard. 3. At the Welcme t the Riva License Wizard windw, click Next >. > 4. In the Mdule Selectin windw, select Request a Trial License r Request est a Full License and check CRM Selectin. In the CRM Integratin licensing? windw that pens, click Yes. In the Mdule Selectin windw, click Next >. > Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 9 f 41
5. Fr Step 1: Chse which CRM t license... ensure that yur desired CRM cnnectin is displayed and click Next >. > 6. Fr Step 2: Select users parent cntainer, click select >> t brwse the edirectry tree and select the parent cntainer that hlds the users t be licensed. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 10 f 41
7. 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 >. > 8. In the Custmer Infrmatin General Infrmatin, fill in the cmpany infrmatin and click Next >. > Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 11 f 41
9. In the Custmer Infrmatin Technical Department Infrmatin windw, fill in the technical cntact infrmatin and click Next >. > 10. In the Custmer Infrmatin Accunts Payable Infrmatin windw, fill in the accunts payable details and click Next >. > 11. In the Cmpleted windw, nte the path t the LicenseRequest(date).xml file. Email the.xml file that was created t licensing@mni-ts.cm and yu will receive a.license file by email. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 12 f 41
12. T apply 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. Nte yu can prceed t the next step befre applying the Riva.license file. Riva will run in Dem mde until licensed. Dem mde limits CRM synchrnizatin t a maximum f five users t active items fr the previus 7 days and a maximum f 50 items f each type (calendar, qutes, cases, and pprtunities) will synchrnize t the user s GrupWise client. Step 4 Create and cnfigure c the CRM Integratin plicy: Frm the Plicies tab, select the Enterprise CRM Integratin categry and click the Settings buttn t cnfigure the synchrnizatin settings: 1. Under the General tab, select the desired CRM cnnectin. Uncheck Enabled. Click the add >> link t brwse the edirectry tree and select the desired bjects t synchrnize with. Click Ok >> t add the bjects t the GrupWise Accunts list bx. Nte - Adminstratrs can add edirectry cntainers, grups r user bjects, and edirectry bjects fr the GrupWise dmain, pst ffice, accunt r resurce accunt bject. It is a best practice t select a grup bject. This allws yu t add users t the grup t be synchrnized rather than having t add individual users. 2. Under the Sync Start Time tab, set the desired start date t synchrnize active items t user GrupWise clients. In Dem mde, yu cannt set this value. Riva will nly synchrnize the last 7 days f histrical data. In Licensed mde, Riva will synchrnize all items frm the CRM that have been mdified r created since the Synchrnizatin Start Time.. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 13 f 41
3. 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. Set the blackut time t prevent Riva frm cmmunicating with GrupWise during system maintenance and backup times. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 14 f 41
4. Under the Address Bks tab, specify the name f the CRM address bks that will be created in the GrupWise accunt and indicate which type f address bk bjects t synchrnize between GrupWise and the CRM system. Riva will create tw new cntact bks: <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 GrupWise client. 5. Under the Calendar tab, specify the name f the CRM calendar that will be created in the GrupWise accunt and indicate the type f calendar items t sync between GrupWise and the CRM system. 6. Under the Other tab, specify the name f the CRM cntent flder that will be created in the GrupWise accunt under the Cabinet and indicate the type f calendar items t sync between the CRM system and the GrupWise client. Nte: If yur CRM system des nt use a Qutes mdule, d nt check Synchrnize Qutes. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 15 f 41
7. Under the SmartCnvert TM tab, check specify 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". Fr the Cntact and Cmpany/Organizatin Creatin Optins: Select Ignre CC and BC email addresses t ensure that Riva des nt create Accunts and Cntacts frm email addresses in the CC r BC f emails when using SmartCnvert t autmatically create a new pprtunity, case r qute.. Fr the 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 the semi-cln delimited list f email dmain name(s) that will be filtered ut when yu drag n drp emails in the SmartCnvert flders in the GrupWise client. If yu enter an email dmain (e.g. @mni-ts.cm; @htmail.cm; @gmail.cm) n cntacts r accunts will be created fr emails that match the creatin filter, therwise SmartCnvert will wrk (e.g. archive email, create an pprtunity, etc) if the accunt and cntact that matches the email already exists. This is cmmnly used t filter yur wn email dmain names t prevent creating accunts and cntacts based n yur dmain name and fr generic email services like Gmail, HtMail, etc. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 16 f 41
Under the AssignT tab, check Enable Assign T which will allw users t drag-and-drp r drag-and-link emails and assign them t existing cases, pprtunities, r qutes. 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. Under Assign t Categry Settings, assign a categry name and clr t identify the pprtunities and cases that are ging t have "Assign T" flders created. The default categry name is Riva: Aut Assign T and the default clr is range. Mdify thse t suit yur envirnment. Because this ptin creates a new categry and because categries are nt available in the GrupWise 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 and clur f the "Assign T" categry cannt be changed. Under the Opprtunities, Qutes 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 email under the Opprtunities, Qutes r Cases flders. Under 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 child flders t 30. As a given pprtunity, case r qute is mdified in the CRM, it will be synchrnized t the Assign T flder and the ldest flder in the list (based n date/time when the master item was last changed) may be remved. 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 the GrupWise client. Warning if yu uncheck bth f the Flder Creatin Filters all active pprtunities, cases and qutes will be synchrnized t the GrupWise client and a crrespnding Assign T flder will be created fr each item. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 17 f 41
8. 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 2 r three threads. 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 GrupWise username t cnnect t each CRM accunt. The user's GrupWise username must match the CRM lgin name. 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 GrupWise 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 NMAS t extract LDAP passwrd (Secndary methd) if LDAP authenticatin is setup, this methd uses NMAS usernames and passwrds t authenticate t target CRM accunts. NMAS usernames/passwrds must match CRM usernames/passwrds. Requires special cnfiguratin f edirectry and GrupWise. Use a CSV file that cntains CRM lgin infrmatin uses a CSV file that cntains the email address, CRM username and passwrd. Least secure ptin and used when n ther ptin wrks with the target CRM. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 18 f 41
9. Under General tab, ensure that Enable is nt checked. When this plicy is saved, Riva will prmpt yu t determine 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). 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. Step 5 Install the Riva CRM Agent Service Mnitr: The Riva CRM Agent Service Mnitr is a GUI applicatin that permits the administratr t start, stp and restart the Riva CRM Agent service and visually mnitr synchrnizatin f ne r mre users. This applicatin is installed when the Riva CRM Agent service is created. T make the Riva CRM Agent Service Mnitr available, create a shrtcut n the Windws desktp, label it Riva CRM Mnitr and cnfigure the target t the Riva installatin flder using the crm crm-mnitr mnitr ptin, e.g. C:\Prgram Files\Omni Omni\Riva Riva\Riva.exe" Riva.exe" --crm crm-mnitr mnitr r link t the existing shrtcut in the Riva installatin directry. This shrtcut can be added t the Windws desktp, the Start menu r the Quick Launch tlbar. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 19 f 41
Step 6 Run & Verify Initial Synchrnizatin atin: 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' GrupWise accunts t create the new Cntact and Leads address bks, the CRM calendar and the CRM cntent flders. It is recmmended that initial synchrnizatin fr users added t the CRM Integratin plicy be perfrmed during quiet hurs. T start initial synchrnizatin: 1. In Riva, edit the CRM Synchrnizatin plicy, check Enabled, and click Save >>. 2. At the Restart Riva_Service_CrmAgent? Windw, click N. 3. When yu are ready t start the initial synchrnizatin. run the Riva CRM Agent Service Mnitr and click the Restart buttn. Yu can select a cuple f accunts t mnitr if yu need t visually verify that synchrnizatin is ccurring. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 20 f 41
Users can verify a successful initial synchrnizatin by cnfirming the apprpriate Cntacts, Calendar and ther synchrnized mdules were created in the GrupWise accunt: The Address Bks cnfiguratin creates bth a <CRM name> Leads and a <CRM name> Cntacts in the user s GrupWise address bk in the GrupWise client: Leads frm the CRM will be in <CRM name> Leads. If the user makes a change t a lead in the CRM, that change will be synchrnized t the GrupWise address bk. Changes made in this GrupWise address bk will be synchrnized back t the Leads in the target CRM system. If the user creates a new GrupWise cntact in <CRM name> Leads, it will be created in the target CRM system. If the user cnverts the lead t a cntact in the CRM system, that entry will be remved frm the <CRM name> Leads and a new cntact and accunt will be created in <CRM name> Cntacts during the next synchrnizatin cycle. Cntacts and Accunts frm the target CRM system will appear as cntacts and rganizatins in <CRM name> Cntacts Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 21 f 41
The Calender Calender cnfiguratin creates a sub calendar in the GrupWise accunt: Leaving the CRM Calendar checked will display CRM calendar items in the user s primary calendar. Un-check the CRM Calendar t nt display CRM calendar items in the user s primary calendar. The user wuld select the CRM Calendar sub-calendar t view the CRM calendar items. Appintments and phne calls frm the CRM system will appear as appintments in the CRM Calendar. Changes made in the GrupWise CRM calendar will be synchrnized back t the target CRM system. Changes made in the CRM system will be synchrnized t the GrupWise CRM calendar. Tasks that have nt been cmpleted will be synchrnized frm the CRM system int the GrupWise calendar. Tasks marked as cmpleted will nt appear in GrupWise. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 22 f 41
The Other Other cnfiguratin creates a CRM Cntent flder immediately belw the rt f the Cabinet flder. Individual child flders will be created belw CRM Cntent fr Qutes, Opprtunities, and Cases. The SmartCnvert SmartCnvert cnfiguratin creates a Create New... flders within the CRM Cntent flder structure that is used t archive email r create new qutes, pprtunities and cases. The SmartCnvert SmartCnvert will create a Create New Email which is used t archive email and create accunts and cntacts based n the adressees f the email if a matching accunt and cntact des nt exist. Within each type f CRM bject (qutes, pprtunities and cases) a Create New flder is added t permit creating new qutes, pprtunities and cases using the drag n drp. See Using SmartCnvert fr mre details. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 23 f 41
The "Assign T" functin allws users t drag-and-drp r drag-and-link emails and assign them t existing cases, pprtunities, and qutes. Cntent flders must be enabled under the Other tab, and SmartCnvert must be enabled. Users will see under the Opprtunities, Qutes 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 email under the Opprtunities, Qutes r Cases flders. When the maximum number f allwed flders r the maximum age date (30 and 30 by default) is reached, the flders will autmatically be renewed t reflect the new items. Under the each f the parent flders, users will see the list f the cases, pprtunities and qutes that are assigned t them. Cases, pprtunities and qutes that meet the "Assign T" criteria will be assigned the "Assign T" categry and clur and a sub-flder will be created fr each f these cases, pprtunities and qutes under the "Assign T" flder. When a user uses drag-and-drp r drag-and-link f an email frm their mailbx t the applicable Create New flder, it will autmatically create a new cntact and accunt if they dn't already exist in the CRM. Riva will then create the case, pprtunity r qute. It will assign the new case, pprtunity r qute t the apprpriate accunt and synchrnise it back t GrupWise t be available t be managed in GrupWise. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 24 f 41
Synchrnizing Data Between GrupWise and Yur CRM Slutin Current Synchrnizatin Optins Riva CRM Enterprise Editin is a synchrnizatin applicatin that runs n a Windws r Linux wrkstatin r server. There are n changes required n the user wrkstatins, brwsers, BlackBerry r GrupWise Mbile Server devices. Bi-directinal Synchrnizatin. The fllwing bi-directinal synchrnizatin ptins are currently available: Address Bk cntacts (users in CRM) and rganizatins (accunts in CRM). Riva creates a Cntacts and a Leads address bk in the GrupWise client Appintments Tasks - nly uncmpleted tasks will be synchrnized. Cmpleted tasks will be remved frm the GrupWise client calendar views during the next Riva synchrnizatin cycle. With bi-directinal synchrnizatin, the user can make a change in GrupWise 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 GrupWise nly) are currently available: CRM phne calls will appear as appintments in GrupWise CRM Qutes (read-nly & HTML CnnectBar view) CRM Opprtunities (read-nly & HTML CnnectBar view) CRM Cases (read-nly & HTML CnnectBar view) Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 25 f 41
Using the Omni CnnectBar tm When users view qutes, pprtunities, and cases in the "CRM Cntent" flder in HTML view, they will be able t read, edit r delete thse items using the Omni CnnectBar tm. When the user chses ne f the CnnectBar ptins in the GrupWise client, it will pen the CRM web applicable frm in their default web brwser directly t the pprtunity, qute r case that was selected. Changes made are saved directly in the CRM databases and synchrnized back t the GrupWise accunt during the next Riva synchrnizatin cycle. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 26 f 41
Using SmartCnvert tm and AssignT tm SmartCnvert tm and AssignT tm prvide users with a drag-and-drp r drag-and-link capability. Users can drag-and-link and email t archive a cpy f the email t the CRM accunt and cntact, r t the pprtunity, qute r case, r t create a new pprtunity, qute r case. If the accunt and cntact d nt exist, Riva will create an accunt and cntact in the CRM system. The difference between the different drag methds is: Drag-and and-drp drp the user drags and drps the email t the applicable Riva CRM generated flder in the user s GrupWise client tree view. When Riva perfrms a data synchrnizatin, thse drag-anddrp emails will be remved frm the user s mailbx and are nt recverable. Drag-and and-link the user perfrms a right-click drag-and-drp and chses Link T frm the pp-up menu that appears. This creates a link t the surce email which is left in the riginal flder the drag-and-drp actin was riginated frm. When Riva perfrms a data synchrnizatin, thse drap-and-drp links will be remved, but the riginal email items will remain in the user s mailbx. When yu drag-and-drp r drag-and-link an email int a Riva generated SmartCnvert tm r AssignT tm flder, the fllwing prcess ccurs: Riva's SmartCnvert prcess extracts the email address and accunt infrmatin frm the T:, Frm:, CC: and BCC: fields. It then remves any addressees that are filtered ut in the Riva SmartCnvert settings. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 27 f 41
It checks the CRM t see whether the email addresses exist in the CRM. If the email addresses exist, SmartCnvert will autmatically create the email, qute, pprtunity r case and assign it t the crrect email addresses and cmpanies. If the email addresses dn't exist in the CRM, SmartCnvert checks whether the cmpanies exist using the email dmain name as the cmparisn field. If the cmpanies dn't exist, SmartCnvert creates the cmpanies (using the dmain name as the cmpany name), creates the cntacts (using the first and last names and email address) and assciates the cntacts with the apprpriate cmpanies. SmartCnvert then creates the archived email, qute, pprtunity r case and assigns it t the newly created cntacts and/r cmpanies. Because SmartCnvert uses the dmain name in the Cmpany web site t determine whether a cmpany exists, t prevent duplicates, it is critical t have the cmpany web site infrmatin entered fr all Cmpany accunts. Use Create New T Archive Email t the Accunt by using drag-and-drp r drag-and-link f an email item ver the Create New Email flder immediately belw the CRM Cntent flder, Riva will archive a cpy f the email t the Accunt and Cntact. Use Assign New T Archive Email t a Qute, Opprtunity r Case C by using drag-and-drp r drag-andlink f an email item ver the Assign T flder fr a specific qute, pprtunity r case, Riva will archive a cpy f the email t that qute, pprtunity r case. Use Create New T Create a New Qute, Opprtunity r Case by using drag-and-drp r drag-and-link f an email item ver the Create New flder immediately belw either the Qutes flder r Opprtunities flder r Cases flder, Riva will use that email item t create a new qute, pprtunity r case in the CRM system. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 28 f 41
Micrsft SharePint t GrupWise Synchrnizatin SharePint calendar, cntact and task lists are synchrnized t GrupWise. Synchrnizatin Synchrnizatin between Micrsft SharePint and GrupWise is different than standard CRM systems: Riva will create Address Bks in GrupWise that match the Cntact Lists in SharePint. Riva will create Calendars in GrupWise that match the Calendars in SharePint. Riva will create flders in the SharePint cntent (belw the Cabinet in GrupWise) t match the lists that exist in SharePint. Riva supprts bi-directinal synchrnizatin f address bks and tasks between GrupWise and SharePint. All changes in ne applicatin are synchrnized t the ther. Traditinally, the SharePint accunt is linked t an Active Directry accunt. SharePint and/r Active Directry native permissins cntrl user access t SharePint calendars, tasks, prjects, lists, etc. Because SharePint calendars are shared calendars, synchrnisatin is uni-directinal frm SharePint t GrupWise. Changes made in GrupWise t SharePint appintments are nt synchrnised t SharePint Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 29 f 41
Plicy Management Tasks Explained Making Changes t an Existing CRM Synchrnizatin Plicy Certain key factrs shuld be kept in mind when making changes t an existing Riva CRM synchrnizatin plicy: Changes made t an existing Riva CRM synchrnizatin plicy will nt be applied unless the Riva CRM Agent Service is restarted. Restarting this service lads the new CRM synchrnizatin plicy int memry n the hsting server Certain changes, such as adding multiple new GrupWise accunts t the plicy can cause quite a bit f 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 GrupWise accunts assigned t the plicy being changed. If yu nly need t make changes t nly certain GrupWise accunts, remve thse accunts frm the plicy and create a new plicy t manage them with. A best practice is t use edirectry grups t identify GrupWise accunts rather than adding/remving individual users frm the Riva list. Adding r remving users frm edirectry grups will nt be applied by until the Riva CRM Agent service is restarted. Restarting the Riva CRM Agent Service There are five ways t restart the Riva CRM Agent service: Make a change t an existing Riva CRM synchrnizatin plicy. When the plicy is saved, answer Yes t restart the service. In the Riva applicatin, right click an existing Riva CRM synchrnizatin plicy and chse t Restart CRM Agent.. In the Riva CRM Service Mnitr applicatin, click the Restart buttn r the Stp and Start buttns t restart the service. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 30 f 41
Use Micrsft MMC Services cnsle t stp and start the service. Frm a cmmand prmpt type: net stp Omni Riva (CRM Agent) t stp the service net start Omni Riva (CRM Agent) t 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. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 31 f 41
There are lgs maintained fr each user in the \CRM Integratin Lgs flder Managing GrupWise Accunts in the Plicy The recmmended practice is t use edirectry grups t identify GrupWise accunts t be managed by a CRM synchrnizatin plicy. If changes are made t the membership f a grup being used in a Riva CRM plicy, thse changes will nt be applied until the Riva CRM Agent service is restarted. Riva is nt aware when edirectry grup membership changes, s the Riva CRM Agent service needs t be restarted. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 32 f 41
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 GrupWise accunt is nt assigned t tw r mre CRM synchrnizatin plicies that cnnect t the same CRM system. Duplicate items will be created in the target CRM system and/r the user s GrupWise accunt. Riva cannt verify that a GrupWise user is assigned t mre than ne CRM synchrnizatin plicy. Riva can supprt applying multiple CRM synchrnizatin plicies. Yu wuld use this strategy when: Different grups f GrupWise accunts 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 supprt r service requests synchrnized t their accunts and supprt staff wn't need pprtunities r qutes synchrnized t theirs, Certain GrupWise 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 SugarCRM (fr Canadian sales), Micrsft CRM (fr US sales) and Micrsft SharePint Server whereas supprt staff might nly need access t ne system. When the Riva CRM Agent service reads multiple CRM synchrnizatin plicies, it will build a cmbined synchrnizatin schedule based n all f the plicies. 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. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 33 f 41
Hw t Make Plicy Changes Withut Re-initializing Data Yu can make multiple changes t existing Riva CRM Synchrnizatin plicies withut restarting the service. 1. In the Riva applicatin, edit an existing CRM Synchrnizatin plicy. 2. Click the Save >> buttn f the plicy t save the settings, 3. In the Restart Riva_Service_CrmAgent windw, click the N buttn. Nte the Riva CRM Agent Service will cntinue t synchrnize data accrding t the last set f plicies read int memry when the service was last started r restarted. Changes can be saved t plicies, but thse will nt be implemented until the Riva CRM Agent service is restarted. 4. When ready t implement the changes in the CRM Synchrnizatin plicy (during quiet hurs), restart the CRM Agent. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 34 f 41
Hw t Remve Existing Data and Re-initialize Data Riva allws specific user CRM cntent and calendar data t be remved and re-initialized back t the GrupWise accunt. This ptin will delete any cntent that was previusly synchrnized t GrupWise and will re-create the cnfigured CRM cntent using the Sync Start Time settings. T re-initialize CRM data t ne r mre GrupWise accunts: 1. Edit the CRM Synchrnizatin Plicy and select Sync Start Time. 2. Check the user(s) t re-initialize. Check Re-Initialize All if all GrupWise user accunts need t be reinitialized. 3. Click Save >>. 4. In the Restart Riva_Service_CrmAgent windw, select Yes r N depending n the number f users and the amunt f data being synchrnized. If a large number f users are being re-initialized, depending n yur system perfrmance, it might be best t select N and restart the service during a quiet time. Hw t Remve Existing Data and Re-initialize Data With New Settings Riva administratrs can re-initialize new data and implement plicy setting changes at the same time. Fllw the abve steps but als make required plicy changes befre saving the plicy. When the CRM Agent service is restarted, the plicy setting changes will be implemented n all target accunts and data will be reinitialized t the selected GrupWise accunts. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 35 f 41
Hw t Permanently Remve Synchrnized Data frm the GrupWise Client Riva administratrs may need t remve Riva CRM synchrnized cntent frm a GrupWise client when an emplyee leaves the cmpany. Use the fllwing steps t permanently remve synchrnized cntent: 1. In CnsleOne r imanager, create a new edirectry grup that will be used t identify users that need t have Riva CRM synchrnized data permanently remved, e.g. riva-crm crm-clear clear. Remve the user frm the grup membership fr the edirectry grup that is being used in the riginal Riva CRM Synchrnizatin plicy. Add the user t the riva-crm crm-clear clear grup. 2. In the Riva applicatin, create a new CRM Synchrnizatin plicy that will be used t clear synchrnized cntent. Select the riva-crm crm-clear clear edirectry grup fr the GrupWise accunt. Ensure that Enabled is checked. 3. There is n need t cnfigure Sync Start Time r Scheduling settings. 4. Fr the Address Bks, Calendar, Other, SmartCnvert and AssignT settings, remve all the checks frm all the check bxes. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 36 f 41
5. Click Save >> t save the plicy settings and chse N t nt start the plicy. 6. When ready, restart the Riva CRM Agent. Chse Yes which will restart the service and implement the mdified / created CRM synchrnizatin plicies. Since the user was remved frm the riginal CRM synchrnizatin plicy and added t the new Delete Sync Data plicy, all f the Riva CRM synchrnized data will be remved frm the GrupWise client. This will clear the Riva CRM cntact bk frm the Address Bk, the Riva CRM calendar entries, and all items in the Riva CRM Cntent flders. Riva CRM Management Tasks License Mdes fr Riva CRM Enterprise Editin Riva CRM Enterprise Editin supprts the fllwing license mdes and type f licences: Dem Mde Riva CRM Enterprise Editin will perate in Dem mde when n.license file have 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 GrupWise client 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 GrupWise and the CRM system. Trial licenses are nrmally limited t 10 users fr 30 days. Perpetual License allws full CRM synchrnizatin functinality. 30 days f supprt is prvided. Annual supprt can be purchased and renewed. If supprt in the license 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 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. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 37 f 41
Hw t Apply Replacement Licences t Riva CRM Enterprise Editin 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 are used t apply replacement license files: 1. Unlad the Riva applicatin and stp the Riva CRM Agent Service. 2. Remve all existing 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 Enterprise Editin 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. Hw t Update Riva CRM Integratin Enterprise Editin Updates t Riva CRM Enterprise Editin 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 Enterprise Editin There is n uninstaller fr Riva. Uninstalling Riva CRM Enterprise Editin requires disabling CRM synchrnizatin plicies, stpping and remving the Riva CRM Agent service, and deleting the Riva installatin directries. T cmpletely remve Riva CRM Enterprise Editin: 1. (Optinal) If Riva is n lnger ging t be used, it will be necessary t remve CRM synchrnized data frm GrupWise accunts and client applicatins. Fllw the steps in Hw t Permanently Remve Synchrnized Data frm the GrupWise 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. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 38 f 41
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.exe uninstall frm the active applicatin flder in the Riva installatin in a cmmand.prmpt windw. 4. Clse the Riva applicatin and the Riva CRM Mnitr applicatin. 5. (Optinal) If Riva is ging t be installed n a different Windws system, yu will want t save a cpy f the Riva installatin flder structure and all files. 6. Delete the Riva installatin flder structure and delete all Riva related icn shrtcuts and menu selectins manually created. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 39 f 41
Supprt fr Riva Reprting a Technical Issue Riva CRM Enterprise Editin includes a Submit Issue Reprt feature in the prgram. If yu experience a prblem with the applicatin, click the Submit Issue Reprt link and cmplete the frm. Please ensure that yu include the crrect cntact infrmatin. Once the OK buttn is clicked, Riva CRM Enterprise Editin will send this issue and a cpy f the applicatin lgs t ur technical supprt team.. Upgrade and Maintenance Supprt Agreements Custmers wh have current upgrade and supprt cntracts are eligible t receive full email and telephne supprt Mnday t Friday between 9:00 a.m. and 5:00 p.m. Muntain Time. Limited email supprt may be available during extended hurs. Email and telephne supprt is als available t custmers wh are evaluating Riva. 365x7x24 supprt is available fr ptinal purchase. Free Supprt prt Free supprt is limited t infrmatin available frm ur supprt frum, ur web site and infrmatin cntained in the user manual. Telephne and email supprt fr custmers wh d nt have a current supprt cntract can be prvided n a fee per incident r fee per hur basis, whichever is greater. Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 40 f 41
Cntacting Supprt Yu can cntact supprt using the fllwing methds. Please include as many details as pssible when requesting supprt: Use the Cntact Us link in the tp right crner f any page f ur website and cmplete the nline frm. Call r fax us: Phne: 1-780 780-423 423-4200 4200 Fax: 1-780-423-4711 Online Resurces Online resurces fr Riva include: Prduct Dcumentatin: G t select Supprt, fllw the link fr Dcumentatin and select Messaging Dcumentatin Riva Flash Tutrials: will be added t /quickturs Supprt Frum: G t /Frum and: Select the Riva CRM Integratin fr GrupWise ~ Enterprise Editin frum. Riva CRM Enterprise Editin Tips available at http:///frum/pst--2187-- page-1.html is a cllectin f frum articles t prvide trubleshting and advanced management steps fr Riva CRM integratin. Prduct FAQ: G t http:///crm-integratin and select Frequently Asked Questins Revised: December 17, 2008 2002-2008 Omni Technlgy Slutins Inc. Page 41 f 41