Riva integration-server-for-exchange-admin-guide

676 views

Published on

Published in: Technology, Business
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
676
On SlideShare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
11
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Riva integration-server-for-exchange-admin-guide

  1. 1. Riva CRM Integration Serverfor Microsoft ExchangeAdministrator GuideRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 1 of 47This GuideThis GuideThis GuideThis GuideWelcome to the Administrator Guide for Omni’s Riva CRM Integration Server for Exchange.Riva CRM Integration Server for Exchange provides transparent, server-side, bi-directional synchronization ofappointments, tasks, notes and contact list information between Exchange and CRM and third-party line-of-business applications. Opportunities, quotes, cases and other CRM supported module information aresynchronized to Exchange. Users can use the Omni ConnectBar to edit, review or delete CRM opportunities,quotes and cases directly from all Microsoft Exchange clients.
  2. 2. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 2 of 47Table of ContentsTable of ContentsTable of ContentsTable of ContentsHow Riva CRM Integration Server Works ............................................................................ 4System Requirements ......................................................................................................... 4Minimum Requirements ................................................................................................ 4Recommended Requirements for 100 User Environment ................................................... 4Working with Outlook Plug-ins and Riva CRM Integration Server ........................................ 4Co-existence between Riva CRM Integration Server and Outlook Plug-ins ........................... 4Preparing Exchange account information before the first synchronization .............................5To prevent duplicate contact entries ................................................................... 5To prevent duplicate appointment and task entries .............................................. 5Install and Configure Riva CRM Integration Server ............................................................. 6Step 1 – Install the Riva CRM Server ................................................................................... 6Download and Extract Riva CRM .................................................................................... 6Perform a Check for Updates ........................................................................................ 6Step 2 – Configure Riva CRM Exchange Connections ........................................................... 7System Requirements for Exchange ............................................................................... 7Riva CRM Exchange Connection Methods ........................................................................ 7Riva CRM Exchange Connection Types ........................................................................... 7Configure an EWS Connection to a Target Exchange System ............................................. 8Configure a Direct MAPI Connection to a Target Exchange System ................................... 10Configure an Outlook Profile MAPI Connection to a Target Exchange System ..................... 13Step 3 – Configure Riva CRM Connections ......................................................................... 18System Requirements for Supported CRM ..................................................................... 18Types of CRM Connection Methods ............................................................................... 19Email Address Settings Requirements .......................................................................... 20Configure “Use Impersontation” Support – SugarCRM Community Edition ........................ 20Configure “Use Impersontation” Support – Microsoft Dynamics CRM ................................. 20Configure the Riva CRM Connection ............................................................................. 22Step 4 – License Riva CRM ................................................................................................ 24Step 5 – Create and Configure the CRM Integration Policy ................................................ 27Step 6 – Run & Verify Initial Synchronization ................................................................... 38Synchronizing Data Between Exchange and Your CRM Solution ........................................ 39Current Synchronization Options ................................................................................. 39Working with Outlook Categories ................................................................................. 40Policy Management Tasks Explained ................................................................................. 40Making Changes to an Existing CRM Synchronization Policy ............................................ 40Restarting the Riva CRM Agent Service ........................................................................ 40Using Riva CRM Integration Logs ................................................................................. 41Managing the Exchange Accounts in the Policy .............................................................. 42Utilizing Multiple CRM Synchronization Policies .............................................................. 42Riva CRM Management Tasks ............................................................................................ 43License Modes for Riva CRM Integration Server ............................................................. 43How to Apply Replacement Licences to Riva CRM Integration Server for Exchange ............. 43How to Apply Additional Licences to Riva CRM Integration Server for Exchange ................. 43How to Update the Riva CRM Integration Server ............................................................ 44How to Uninstall the Riva CRM Integration Server .......................................................... 44
  3. 3. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 3 of 47Support for Riva CRM Integration Server ........................................................................... 45Reporting a Technical Issue ........................................................................................ 45Upgrade and Support Maintenance Agreements ............................................................. 46Free Support ............................................................................................................. 46Contacting Support .................................................................................................... 46Online Support .......................................................................................................... 47
  4. 4. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 4 of 47How RivaHow RivaHow RivaHow Riva CRMCRMCRMCRM InteInteInteIntegration Servergration Servergration Servergration Server WorksWorksWorksWorksRiva CRM Integration Server is a combination of three key components that work together:1. RivaRivaRivaRiva ApplicationApplicationApplicationApplication ---- used to create and configure the Riva connections and CRM Integration policies.2. Riva CRM AgentRiva CRM AgentRiva CRM AgentRiva CRM Agent ServiceServiceServiceService – is a service that runs the CRM synchronization agent. This agent isinstalled and configured the first time you save a CRM Integration policy.3. Riva CRM Agent Service MonitorRiva CRM Agent Service MonitorRiva CRM Agent Service MonitorRiva CRM Agent Service Monitor ---- provides real-time summary of synchronization information.System RequirementsSystem RequirementsSystem RequirementsSystem RequirementsRiva CRM Integration Server for Exchange makes use of the Riva application which must be installed andconfigured on a host Windows system.Minimum RequirementsMinimum RequirementsMinimum RequirementsMinimum Requirements• Riva Host System OS:Riva Host System OS:Riva Host System OS:Riva Host System OS: Windows XP, Windows 7, Windows server 2003 / 2008 / R2 (x86 or x64)• Software Requirements:Software Requirements:Software Requirements:Software Requirements: Microsoft .NET Framework 2.0 SP2 or higher must be installed.• Minimum Processor (CPU):Minimum Processor (CPU):Minimum Processor (CPU):Minimum Processor (CPU): Intel P4 / AMD Athlon XP (supports x86 and x64 architectures)• Minimum Memory (RAM)Minimum Memory (RAM)Minimum Memory (RAM)Minimum Memory (RAM): 256 MB (in addition to host system requirements)• Minimum Disk SpaceMinimum Disk SpaceMinimum Disk SpaceMinimum Disk Space: 100 MB (above Operating System requirements)Recommended Requirements for 100 User EnvironmentRecommended Requirements for 100 User EnvironmentRecommended Requirements for 100 User EnvironmentRecommended Requirements for 100 User Environment• Riva Host System OS:Riva Host System OS:Riva Host System OS:Riva Host System OS: Dedicated Windows server 2003 / 2008 / R2 (x86 or x64)• Software Requirements:Software Requirements:Software Requirements:Software Requirements: Microsoft .NET Framework 3.5 SP1• Processor (CPU):Processor (CPU):Processor (CPU):Processor (CPU): Intel P4 / AMD Athlon XP (supports x86 and x64 architectures)• Memory (RAM)Memory (RAM)Memory (RAM)Memory (RAM): 256 MB (in addition to host system requirements)• Disk SpaceDisk SpaceDisk SpaceDisk Space: 100 MB (above Operating System requirements) plus 50MB per userWorking with Outlook PlugWorking with Outlook PlugWorking with Outlook PlugWorking with Outlook Plug----ins and Rivains and Rivains and Rivains and Riva CRMCRMCRMCRM Integration ServerIntegration ServerIntegration ServerIntegration ServerCoCoCoCo----existexistexistexisteeeencencencence between Rivabetween Rivabetween Rivabetween Riva CRMCRMCRMCRM Integration Server and Outlook PIntegration Server and Outlook PIntegration Server and Outlook PIntegration Server and Outlook Pluglugluglug----insinsinsinsOnce Riva CRM Integration Server is configured and full enabled, users should no longer need tohave the Outlook plug-in installed to synchronize data. However, some CRM plug-ins might includespecific additional functionality not yet provided by Riva. For those cases, as long as the plug-in doesnot synchronize data, but rather only modifies or creates new entries, those features can continue tobe used at the same time as Riva. The more detailed explanation is that Outlook plug-ins can beused at the same time as Riva to synchronize data on an Exchange server as long as they are notused to synchronize the same data type (contacts, appointments or tasks) on the same emailaccount.Do not use an existing Outlook plug-in to synchronize the same CRM content type (contacts, appointments ortasks) as will be synchronized by Riva. Using two different synchronization services to synchronize the samecontent types will cause multiple entries or potentially loss of data. Always backup your data before you startyour testing.
  5. 5. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 5 of 47Another example of Outlook plug-in and Riva Server co-existence would be if you want to continue to use theOutlook plug-in to synchronize contacts and/or appointments and tasks for a user or a set of users. In thatcase, you would make sure those users are not a member of a Riva policy that will synchronize contactsand/or appointments and tasks. Those users, however, could still take advantage of Riva SmartConvert,AssignTo and Riva ConnectBar to synchronize their opportunities, quotes, cases and assign emails tocontacts, opportunities, cases and quotes. To do this, you would make them members of a Riva policy thatsynchronizes only those functions.Riva CRM Integration Server and Outlook plug-ins can be used on the same Exchange system, just not on thesame data type (contacts, appointments or tasks) on the same account.Preparing Exchange account information before the first synPreparing Exchange account information before the first synPreparing Exchange account information before the first synPreparing Exchange account information before the first syncccchronihronihronihronizzzzationationationationThere are different versions of Outlook plug-ins that have different functionality for different CRMs. Thefollowing recommendations are based on the premise that when an entry is deleted from Outlook, thatinformation is not deleted from the CRM. Please test extensively prior to rolling out Riva with multipleaccounts on your production system.When you initiate for Riva the first time, Riva will apply the Policy synchronization options you have configuredand begin to synchronize data from your CRM to Exchange / Outlook. Riva will not be aware of any of yourusers existing contacts, appointments or tasks. Before you choose to synchronize contacts, appointmentsand tasks, it is important to remember that many of your users will already have Exchange entries that"reflect" existing CRM data in their accounts - whether these entries were created by an Outlook plug-in orentered manually by the user. If contact, appointment or task entries already exist in Exchange that also existin the CRM, new entriesnew entriesnew entriesnew entries will be created by Riva in your Exchange accounts thereby causing duplicateduplicateduplicateduplicate entriesentriesentriesentries.TTTTo prevent duplicate contactso prevent duplicate contactso prevent duplicate contactso prevent duplicate contacts:::: If you choose to use Riva to synchronize CRM contacts to Exchange, yourobjective is to have your CRM be the authoritative source for corporate contacts and for contacts to betransparently synchronized by Riva. Before Riva initialises a new account, if you have users who were usingan Outlook CRM plug-in to synchronize contacts or users who have manually added corporate contacts totheir contact lists, they will need to remove these contacts from Outlook. Otherwise duplicate contacts will becreated. The easiest way to do this is to have the user sort their contacts by category. Contacts that havebeen synchronized with the Outlook plug-in will have a category assigned to each contact. After sorting bycategory, have the user(s) delete any contact that shows the category that was assigned by the Outlook plug-in. After they have removed the contacts related to the Outlook plug-in, we recommend that they assign anew category (something like "Personal") to the remaining contacts in their contact list. This will allow them toeasily sort their contacts based on the category. This way, if a few contacts end up getting doubled up, it willbe quite easy for them to know which duplicate contact(s) to delete from their contact list (the duplicatecontacts that have the category set to "Personal"). The few minutes spent preparing the contact lists forintegration will be well worth your users and your time.To summarize, have the users delete contacts that are linked to the CRM because these contacts alreadyexist in the CRM. When Riva does it first initialization, the contacts will be re-synched to their accounts andwill continue to be automatically updated without any user intervention.To prevent duplicate appointment and task entriesTo prevent duplicate appointment and task entriesTo prevent duplicate appointment and task entriesTo prevent duplicate appointment and task entries:::: The steps to prepare your Exchange accounts to preventduplicate appointments and tasks are the same as the steps identified above for preventing duplicate contactentries. When you choose to synchronize CRM appointments and tasks, your objective is to have your CRMbe the authoritative source. Before you initialise user accounts, if you have users who were using the OutlookCRM plug-ins to synchronize appointments and tasks, or users who have manually added or copiedappointments or tasks to their accounts, they will need to remove these appointments and tasks from theirOutlook client. The easiest way to do this is to have them sort their calendar and tasks by category. Allcalendar events that have been synchronized with the Outlook plug-in will have a category. After sorting bycategory, delete any event that shows the category as having been sychronised to the CRM. After they haveremoved the CRM-related calendar events, we recommend that they assign a new category (something like"Personal") to the remaining events in their calendar. This will allow them to easily sort their remaining
  6. 6. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 6 of 47calendar events based on category. This way, if a few appointments or tasks end up getting doubled up, it willbe quite easy for them to know which events to delete from their calendar (the duplicate events that havebeen assigned the "Personal" category). The few minutes spent preparing the user calendar events forintegration will be well worth your users and your time.To summarise, have the users delete appointments and tasks that are linked to the CRM because theyalready exist in the CRM. When Riva does it first initialization, these appointments and tasks will be re-created in their Exchange accounts and will continue to be automatically updated without any userintervention.Install and ConfigureInstall and ConfigureInstall and ConfigureInstall and Configure RivaRivaRivaRiva CRM Integration ServerCRM Integration ServerCRM Integration ServerCRM Integration ServerThere are seven steps to install and configure Riva CRM Integration Server on a Microsoft Windows system:• Step 1 – Install the Riva CRM Integration Server• Step 2 – Configure the Riva connection to the target Exchange system• Step 3 – Configure the Riva connection(s) to the target CRM system(s)• Step 4 – License Riva for CRM Integration• Step 5 – Create the CRM Integration policy and configure the desired synchronization settings• Step 6 - Run and verify the initial synchronizationStep 1Step 1Step 1Step 1 –––– Install the Riva CRMInstall the Riva CRMInstall the Riva CRMInstall the Riva CRM IntegrationIntegrationIntegrationIntegration ServerServerServerServerDownload and Extract RivaDownload and Extract RivaDownload and Extract RivaDownload and Extract Riva1. Request a download from http://www.omni-ts.com/download/exchange-crm-integration.html. You willreceive an email with instructions and download links.2. Download the the riva-latest.zip file from the link provided in the download email.3. Extract the riva-latest.zip to:• For x86 (32-bit) system: C:C:C:C:Program FilesProgram FilesProgram FilesProgram FilesOmniOmniOmniOmniRivaRivaRivaRiva• For x64 (64-bit) system: C:C:C:C:Program Files (x86)Program Files (x86)Program Files (x86)Program Files (x86)OmniOmniOmniOmniRivaRivaRivaRiva4. Browse to the target extraction folder (step 3) and create desktop shortcuts for the following files:• Riva.exeRiva.exeRiva.exeRiva.exe and name the shortcut “Riva CRM”“Riva CRM”“Riva CRM”“Riva CRM”....• CRM Service Monitor for Exchange.cmdCRM Service Monitor for Exchange.cmdCRM Service Monitor for Exchange.cmdCRM Service Monitor for Exchange.cmd and name the shortcut “Riva CRM MonitorRiva CRM MonitorRiva CRM MonitorRiva CRM Monitor”.Perform a Check for UpdatesPerform a Check for UpdatesPerform a Check for UpdatesPerform a Check for UpdatesEnsure that the latest release of Riva is installed:1. Run RivaRivaRivaRiva and click on Check for UpdatesCheck for UpdatesCheck for UpdatesCheck for Updates in the menu bar. Follow the update wizard to downloadand apply the latest release files as applicable.2. Close and restart RivaRivaRivaRiva.If your network environment uses web proxy authentication to access the internet, the “Check for Updates”process may fail. Refer to http://www.omni-ts.com/forum/post--2318--page-1.html for instructions.
  7. 7. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 7 of 47Step 2Step 2Step 2Step 2 –––– CreateCreateCreateCreate Riva CRMRiva CRMRiva CRMRiva CRM Exchange ConnectionsExchange ConnectionsExchange ConnectionsExchange ConnectionsSystem Requirements for ExchangeSystem Requirements for ExchangeSystem Requirements for ExchangeSystem Requirements for ExchangeCommon system requirements:• Certified Messaging SCertified Messaging SCertified Messaging SCertified Messaging Systemsystemsystemsystems: Microsoft Exchange 2010, 2007 SP1 with Rollup 1, 2003 SP1+• Logon CredentialsLogon CredentialsLogon CredentialsLogon Credentials: The Exchange connector must be configured to authenticate with an“Exchange Enabled” account that has been assigned "Full Access" or "Impersonate" permissionsto the mailboxes to be managed by Riva. This account must not be hidden from the Exchangeaddress list. This is the same requirement as other third-party sync applications like BlackBerryEnterprise Server. The Active Directory user should not be a member of the Domain Adminsgroup. Refer to http://www.omni-ts.com/forum/post--2291--page-1.html for additional details.• Protocols:Protocols:Protocols:Protocols: Firewalls must allow MAPI or SOAP protocols between the Riva Host system and theExchange server(s) configured in the Riva Exchange connections.Riva CRM Exchange Connections MethodsRiva CRM Exchange Connections MethodsRiva CRM Exchange Connections MethodsRiva CRM Exchange Connections MethodsRiva CRM uses the following types of Exchange connection methods:• Exchange Web Services (EWS)Exchange Web Services (EWS)Exchange Web Services (EWS)Exchange Web Services (EWS): Riva can connect to Exchange 2010 and 2007 using EWS. Theseare installed and configured by default if Web Access in enabled in your environment. This is thepreferred connection method for Exchange 2007 and 2010. This is the same access as is required tosupport Apple Mail Exchange Configuration and the latest release of Entourage for Mac (WSE). Ifyour hosted contract provides support for Apple Mail Exchange or Entourage for MAC WSE, Riva isalso supported. To configure your connection for Hosted Exchange, provide the URL that is used toconnect for Apple Mail Exchange configuration.• Messaging APIMessaging APIMessaging APIMessaging API (MAPI)(MAPI)(MAPI)(MAPI): Riva can connect to Exchange 2003, 2007 or 2010 using a MAPI. Thisrequires the Outlook clientOutlook clientOutlook clientOutlook client be installed on the Riva system. Because of the Outlook clientrequirement, Riva must run on a system other than the Exchange server.Riva CRM Exchange ConnectionsRiva CRM Exchange ConnectionsRiva CRM Exchange ConnectionsRiva CRM Exchange Connections TypesTypesTypesTypesRiva CRM provides the following Exchange connection wizards:• Exchange 2003Exchange 2003Exchange 2003Exchange 2003 ConnectionConnectionConnectionConnection: This is a MAPI connection to Exchange 2003, 2007 or 2010. Use thisconnection type under the following circumstances:o Exchange 2003 OnExchange 2003 OnExchange 2003 OnExchange 2003 On----PremisePremisePremisePremise – supports a direct connection or can use an Outlook Profile.o Exchange 2003 HostedExchange 2003 HostedExchange 2003 HostedExchange 2003 Hosted – use the Outlook Profile configured to use RPC over HTTP.o Exchange 2007 / 2010 OnExchange 2007 / 2010 OnExchange 2007 / 2010 OnExchange 2007 / 2010 On----PremisePremisePremisePremise – for environments where EWS is not enabled. Supportsa direct connection or can use an Outlook Profile.o Exchange 2007 / 2010 HostedExchange 2007 / 2010 HostedExchange 2007 / 2010 HostedExchange 2007 / 2010 Hosted - for environments where EWS is not enabled. Supports adirect connection or can use an Outlook Profile configured to use Outlook Anywhere• Exchange 2007Exchange 2007Exchange 2007Exchange 2007 CCCConnectiononnectiononnectiononnection: This is an EWS connection to Exchange 2007 enabled for Outlook WebAccess. Use this for on-premise and hosted Exchange connections.• Exchange 2010Exchange 2010Exchange 2010Exchange 2010 ConnectionConnectionConnectionConnection: This is an EWS connection to Exchange 2010 enabled for Outlook WebAccess. Use this for on-premise and hosted Exchange connections.
  8. 8. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 8 of 47How to Configure an EWS Connection to a Target Exchange SystemHow to Configure an EWS Connection to a Target Exchange SystemHow to Configure an EWS Connection to a Target Exchange SystemHow to Configure an EWS Connection to a Target Exchange System1. Start the Riva CRM application.2. Under “Setup” on the menu bar, click the Microsoft Exchange 2007Microsoft Exchange 2007Microsoft Exchange 2007Microsoft Exchange 2007 or Microsoft Exchange 2010Microsoft Exchange 2010Microsoft Exchange 2010Microsoft Exchange 2010Connection Wizard to run the applicable Exchange Connection wizard.3. At the WelcomeWelcomeWelcomeWelcome window click Next >Next >Next >Next >.4. At the Enter the connection details for your Exchange ServerEnter the connection details for your Exchange ServerEnter the connection details for your Exchange ServerEnter the connection details for your Exchange Server window:• Host:Host:Host:Host: provide the root URL to the OWA login, e.g. if the OWA server login URL is “https://demo3-ex07.omnidevlabs.com/owa/auth/logon.aspx?” then usehttps://demo3https://demo3https://demo3https://demo3----ex07.omnidevlabs.comex07.omnidevlabs.comex07.omnidevlabs.comex07.omnidevlabs.com as the host value.• User Name:User Name:User Name:User Name: provide either the user login name for the Exchange account that has beenconfigured with the "Full Access" or "Impersonate" permissions to the target Exchange accountsthat will be synchronized with the target CRM system. You can use either:o domain-nameusername – e.g. omnidevlabsomnidevlabsomnidevlabsomnidevlabsrivacrmrivacrmrivacrmrivacrm, oro user principle name (UPN) – e.g. rivacrm@omnidevlabs.rivacrm@omnidevlabs.rivacrm@omnidevlabs.rivacrm@omnidevlabs.comcomcomcom• Time ZoneTime ZoneTime ZoneTime Zone: select the time zone configured for the target Exchange server.Click Next >Next >Next >Next > and Finish.Finish.Finish.Finish. This will create a Microsoft Exchange connection.5. Double-click the connection object.
  9. 9. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 9 of 476. In the “Connection Edit” window, under “Connection Details”, confirm that the connection credentialslook correct.Under the “Test” tab, provide the login credentials (username@email.domain) for one of theExchange accounts that will be synchronized with the target CRM, and click the TestTestTestTest button.
  10. 10. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 10 of 47If the connection test is successful, click OKOKOKOK and SaveSaveSaveSave.If the connection test fails, click OKOKOKOK and SaveSaveSaveSave. Measures will need to be taken to correct the “fullaccess” or “impersonate” permissions assigned to the Exchange connection account. The test shouldbe repeated until it is successful.How to Configure a Direct MAPI Connection to a Target Exchange SystemHow to Configure a Direct MAPI Connection to a Target Exchange SystemHow to Configure a Direct MAPI Connection to a Target Exchange SystemHow to Configure a Direct MAPI Connection to a Target Exchange SystemThis procedure requires that a suitable Outlook client is installed on the Windows system hosting the RivaCRM server. Use this procedure for MAPI connection to on-premise Exchange server environments:1. Start the Riva CRM application.2. Under “Setup” on the menu bar, click the Microsoft ExchangeMicrosoft ExchangeMicrosoft ExchangeMicrosoft Exchange 2003200320032003 Connection Wizard.3. At the WelcomeWelcomeWelcomeWelcome window click Next >Next >Next >Next >.4. At the Enter the connection details for your ExchangeEnter the connection details for your ExchangeEnter the connection details for your ExchangeEnter the connection details for your Exchange ServerServerServerServer window:
  11. 11. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 11 of 47• Host:Host:Host:Host: provide the DNS name of the target Exchange server e.g.https://demo3https://demo3https://demo3https://demo3----ex07.omnidevlabs.comex07.omnidevlabs.comex07.omnidevlabs.comex07.omnidevlabs.com• Primary MailboxPrimary MailboxPrimary MailboxPrimary Mailbox – choose DefaultDefaultDefaultDefault unless otherwise advised by Omni technical support to selectand identify User SpecifiedUser SpecifiedUser SpecifiedUser Specified.Click Next >Next >Next >Next >....5. In the “Specify the credentials that will be used to connect to Exchange” window, select ConnectConnectConnectConnectusing the specified cresentialsusing the specified cresentialsusing the specified cresentialsusing the specified cresentials option and provide the login credentials for the Exchange account thathas been configured with the "Full Access" or "Impersonate" permissions to the target Exchangeaccounts that will be synchronized with the target CRM system.Click Next >Next >Next >Next > and FnishFnishFnishFnish. This should create an Exchange 2003 connection object.6. Double-click the connection object.
  12. 12. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 12 of 477. In the “Connection Edit” window, under “Connection Details”, confirm that the connection details lookcorrect.8. Under “Credentials”, confirm that the credential details look correct.
  13. 13. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 13 of 479. Under the “Test” tab, provide the Exchange account name for one of the Exchange accounts that willbe synchronized with the target CRM, and click the TestTestTestTest button.If the connection test passes or fails, click OKOKOKOK and SaveSaveSaveSave. If the connection test fails, measures willneed to be taken to correct the “full access” or “impersonate” permissions assigned to the Exchangeconnection account. The test should be repeated until it is successful.How to Configure aHow to Configure aHow to Configure aHow to Configure annnn Outlook Profile MAPI Connection to a Target Exchange SystemOutlook Profile MAPI Connection to a Target Exchange SystemOutlook Profile MAPI Connection to a Target Exchange SystemOutlook Profile MAPI Connection to a Target Exchange SystemThis procedure requires that a suitable Outlook client is installed on the Windows system hosting the RivaCRM server. In addition, an Outlook mail profile needs to be created for the Exchange account that has beenconfigured with “Impersonate” permissions for the target Exchange accounts that will be synchronized with thecorresponding target CRM accounts. That profile must meet the following requirements:• “Cached Exchange Mode” is not enabled in the profile.• For Exchange 2003, the profile is configured for HTTP (HTTP over RPC).• For Exchange 2007 / 2010, the profile is configured for HTTP (Outlook Anywhere).• Use either Basic Authentication or NTLM Authentication (as specified by the Hosted Exchangeservice provider).
  14. 14. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 14 of 47Use this procedure for MAPI connection to hosted Exchange server environments:1. Start the Riva CRM application.2. Under “Setup” on the menu bar, click the Microsoft ExchangeMicrosoft ExchangeMicrosoft ExchangeMicrosoft Exchange 2003200320032003 Connection Wizard.3. At the WelcomeWelcomeWelcomeWelcome window click Next >Next >Next >Next >.4. At the Enter the connection details for your Exchange ServerEnter the connection details for your Exchange ServerEnter the connection details for your Exchange ServerEnter the connection details for your Exchange Server window:
  15. 15. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 15 of 47• Profile:Profile:Profile:Profile: select the Outrlook profile for the connection in the drop-down list e.g.rivacrm @ DEMO3rivacrm @ DEMO3rivacrm @ DEMO3rivacrm @ DEMO3----EX07EX07EX07EX07• Check the Requires Outlook Anywhere with Basic authenticationRequires Outlook Anywhere with Basic authenticationRequires Outlook Anywhere with Basic authenticationRequires Outlook Anywhere with Basic authentication only if the outlook profile isconfigured for basic authentication. Do not check this option of NTLM authentication is configuredin the Oultook profile.Click Next >.Next >.Next >.Next >.5. In the “Specify the credentials that will be used to connect to Exchange” window, select ConnectConnectConnectConnectusing the specified cresentialsusing the specified cresentialsusing the specified cresentialsusing the specified cresentials option and provide the login credentials for the Exchange account thathas been configured with the "Full Access" or "Impersonate" permissions to the target Exchangeaccounts that will be synchronized with the target CRM system.
  16. 16. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 16 of 47Click Next >Next >Next >Next > and FnishFnishFnishFnish. This should create an Exchange 2003 connection object.6. Double-click the connection object.
  17. 17. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 17 of 477. In the “Connection Edit” window, under “Connection Details”, confirm that the connection details lookcorrect.8. Under “Credentials”, confirm that the credential details look correct.
  18. 18. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 18 of 479. Under the “Test” tab, provide the Exchange account name for one of the Exchange accounts that willbe synchronized with the target CRM, and click the TestTestTestTest button.If the connection test passes or fails, click OKOKOKOK and SaveSaveSaveSave. If the connection test fails, measures willneed to be taken to correct the “full access” or “impersonate” permissions assigned to the Exchangeconnection account. The test should be repeated until it is successful.Step 3Step 3Step 3Step 3 –––– ConfigureConfigureConfigureConfigure thethethethe RivaRivaRivaRiva CCCConnectiononnectiononnectiononnection to the target CRM Systemto the target CRM Systemto the target CRM Systemto the target CRM SystemSystem Requirements for Supported CRMSystem Requirements for Supported CRMSystem Requirements for Supported CRMSystem Requirements for Supported CRMCommon system requirements:• Certified CRM SystCertified CRM SystCertified CRM SystCertified CRM Systemsemsemsems: SugarCRM, Bluefin CRM, Intelecrm, info@hand CRM, Microsoft DynamicsCRM, Microsoft SharePoint, NetSuite, Oracle On Demand, Sage CRM, Salesforce.com, andSalesLogix.• Logon CredentialsLogon CredentialsLogon CredentialsLogon Credentials: For many-to-many Exchange-to-CRM synchronization the user account used inthe CRM connection must have administrative rights to the target CRM accounts that will besynchronized with the corresponding Exchange accounts.• Protocols:Protocols:Protocols:Protocols: Firewalls must allow MAPI or SOAP protocols between the Riva Host system and theCRM server(s) configured in the Riva CRM connections.
  19. 19. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 19 of 47Types of CRM Connection MethodsEach Riva CRM Synchronization policy supports four different types of CRM connection methods. In order ofpreferred use, they are:• Use Impersonation (Primary method)Use Impersonation (Primary method)Use Impersonation (Primary method)Use Impersonation (Primary method) – allows Riva to act as a trusted system account and act onbehalf of a user without requiring knowledge of the user password. This is the most secure, scalableand preferred option. Riva matches accounts between Exchange and the CRM based on the emailaddress. The user login names can be different. The CRM account used to create the CRMConnection must be an administrator level account for this method to work. Not all CRMs support thismethod:o SugarCRM 4SugarCRM 4SugarCRM 4SugarCRM 4.x.x.x.x, 5555.x and 6.x and 6.x and 6.x and 6 Pro and EnterprisePro and EnterprisePro and EnterprisePro and Enterprise – natively supported.o SugSugSugSugarCRM 4.x Open Source / 5.x Community EditionarCRM 4.x Open Source / 5.x Community EditionarCRM 4.x Open Source / 5.x Community EditionarCRM 4.x Open Source / 5.x Community Edition – requires addition of custom OmniSoapSudo.php in the SugarCRM installation. (See “Configure Use ImpersonationSupport – SugarCRM Community Edition” below).o Info@handInfo@handInfo@handInfo@hand – version 5.3.3+ or requires addition of custom Omni SoapSudo.php in theInfo@hand installation. (See “Configure Use Impersonation Support – SugarCRMCommunity Edition” below).o Bluefin CRMBluefin CRMBluefin CRMBluefin CRM – version 5.3.2 or higher, natively supported.o Microsoft SharePoint ServerMicrosoft SharePoint ServerMicrosoft SharePoint ServerMicrosoft SharePoint Server – natively supported.o Microsoft DMicrosoft DMicrosoft DMicrosoft Dynamics CRMynamics CRMynamics CRMynamics CRM (Version 3 and 4)(Version 3 and 4)(Version 3 and 4)(Version 3 and 4) – natively supported but requiresconfiguration using MMC. (See “Configure Use Impersonation Support – MicrosoftDynamics CRM” below).o Sage CRMSage CRMSage CRMSage CRM – natively supportedo Salesforce.comSalesforce.comSalesforce.comSalesforce.com –Single Sign-On (SSO) must be enabled. See the information athttp://www.omni-ts.com/crm-integration/salesforce-sso.html• Use the configured CRM account (Tertiary method)Use the configured CRM account (Tertiary method)Use the configured CRM account (Tertiary method)Use the configured CRM account (Tertiary method) – used when you want to synchronize a singleCRM account to many Exchange accounts. Can also be used to synchronize single user accountsbut requires creating a unique CRM connection and CRM Integration Policy for each user. Thismethod will synchronize the single CRM account used in the CRM Connection Wizard to multipleExchange accounts.• Use a CSV file that contains CRM login informationUse a CSV file that contains CRM login informationUse a CSV file that contains CRM login informationUse a CSV file that contains CRM login information – uses a CSV file that contains the email address,CRM username and password. This is the least secure option and should only be used when noother option works with the target CRM. The CSV file uses the following format:Email,CRM Login,CRM Passwordbill1@omniclass.net,bill@hotmail.com,mypasswordamit@omniclass.net,amit@hotmail.com,P@ssw()rdcarol@omniclass.net,csmitherson@hotmail.com,25qmw7giovanna@omniclass.net,giovanna.zucchelli@hotmail.com,CeoFyf25qmw7
  20. 20. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 20 of 47EEEEmail Address Settingmail Address Settingmail Address Settingmail Address Settingssss RequirementsRequirementsRequirementsRequirementsRegardless of the CRM connection type used, it is a best practice that the user email address match theExchange email address, e.g. myname@mycompany.comThis is a mandatory requirement for the following CRM systems:• Microsoft Dynamics CRM• Microsoft SharePoint Server• SageCRM• Salesforce.comConfigureConfigureConfigureConfigure ““““Use ImpUse ImpUse ImpUse Impersonationersonationersonationersonation”””” SupportSupportSupportSupport –––– SugarCRM Community EditionSugarCRM Community EditionSugarCRM Community EditionSugarCRM Community EditionSugarCRM 4.x and 5.x Pro and Enterprise versions natively support “Use Impersonation” using a special“Trusted Account” or “Pseudo Account”. However, SugarCRM Community Edition does not install this supportby default. Following are the steps to add “Psuedo” support for Sugar CRM Community Edition:1. Locate the base SugarCRM installation directory.2. Locate the "soap" sub-directory. This directory should have a number of .php files:SoapData.php, SoapError.php, SoapErrorDefinitions.php, etc...3. Copy the SoapSudo.phpSoapSudo.phpSoapSudo.phpSoapSudo.php file from the ResourcesResourcesResourcesResourcesSugarCRM_CESugarCRM_CESugarCRM_CESugarCRM_CE folder in the Riva installationdirectory to the SOAP directory indentified in number 2 above.4. Return to the base SugarCRM installation directory.5. Using your favorite text editor, edit the soap.php file.6. Scroll to the bottom of the file and locate a line that reads:require_once(soap/SoapData.php);7. On the next line, add:require_once(soap/SoapSudo.php);8. Save the file.9. Congratulations! Now run Riva and configure your CRM policy for Use Impersonation.After applying these changes, there is no need to restart services. This change is made in real-time.ConfigureConfigureConfigureConfigure ““““Use ImpersonationUse ImpersonationUse ImpersonationUse Impersonation”””” SupportSupportSupportSupport –––– Microsoft Dynamics CRMMicrosoft Dynamics CRMMicrosoft Dynamics CRMMicrosoft Dynamics CRMTo configure the "Use Impersonation" CRM connection method with Microsoft Dynamics CRM, the useraccount (with administrator privileges) that was used to configure the Microsoft CRM Connection Wizard mustbe added to the PrivUserGroupPrivUserGroupPrivUserGroupPrivUserGroup in Microsoft Active Directory. This group is created by default during theMicrosoft CRM installation and setup.
  21. 21. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 21 of 47The "trusted" connection account must be associated with a licensed Microsoft CRM user and have access toquery the Users module.
  22. 22. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 22 of 47ConfigureConfigureConfigureConfigure the Riva CRMthe Riva CRMthe Riva CRMthe Riva CRM ConnectionConnectionConnectionConnectionThere are dedicated CRM Connection Wizards available for the supported CRM types. To configure the CRMsystem connection:1. Select the SetupSetupSetupSetup tab and click the “CRM: Target Connection” in the Connection WizardsConnection WizardsConnection WizardsConnection Wizards list to run theapplicable CRM Connection Wizard.2. Follow the respective CRM connection wizard. To create the connector for the CRM system(s), youneed to provide credentials of an administration level service account that includes that user’s CRMuser name, CRM password, and URL of the authentication web page for the CRM system. DifferentCRMs have different authentication requirements and or URL options:SugarCRM, info@hand CRM, Microsoft Dynamics CRM, Microsoft SharePoint Server,SageCRM.com and Bluefin CRM use the URL the user would normally login through a browser, e.g.http://crm.mycompany.comhttp://crm.mycompany.comhttp://crm.mycompany.comhttp://crm.mycompany.comThe Microsoft CRM connection wizard uses a CRM URL that can include organization identifiers e.g.http://mscrm.mycompany.com/organization
  23. 23. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 23 of 47In this example, the CRM connection will authenticate to the Microsoft CRM server hosted at“http://mscrm.omnihttp://mscrm.omnihttp://mscrm.omnihttp://mscrm.omni----ts.comts.comts.comts.com” and the organization “OmniLabsOmniLabsOmniLabsOmniLabs” where the full web browser URL wouldbe http://mscrm.omnihttp://mscrm.omnihttp://mscrm.omnihttp://mscrm.omni----ts.com/OmniLabsts.com/OmniLabsts.com/OmniLabsts.com/OmniLabsFor Salesforce.com. the URLs are embedded into the connection wizard so you need to pick one ofthe connection types and use the credentials of an admin CRM account:• Production (Encrypted – https) – used in most environments• Production (Not encrypted – http) – used for trouble shooting• Sandbox (Encrypted – https) – used for development testing3. Click Next>Next>Next>Next> and FFFFinishinishinishinish.
  24. 24. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 24 of 47Step 4Step 4Step 4Step 4 –––– License Riva CRMLicense Riva CRMLicense Riva CRMLicense Riva CRMOnce the Exchange and CRM connections have been created, run the License Request Wizard to create alicense request file and submit the request electronically or email the resulting file to Omni to receive thelicence:1. Click the Request LicenseRequest LicenseRequest LicenseRequest License on the menu bar, or if the selection is not available, under PoliciesPoliciesPoliciesPolicies click onEnterpriseEnterpriseEnterpriseEnterprise CRMCRMCRMCRM IntegrationIntegrationIntegrationIntegration to open the pane that displays the “CRM Synchronization” policy.Right-click ExchangeExchangeExchangeExchange CRMCRMCRMCRM SynchronizSynchronizSynchronizSynchronizationationationation and select RequestRequestRequestRequest LicenseLicenseLicenseLicense to start the License RequestWizard.2. At the “Welcome to the Riva License Wizard” window, click Next >Next >Next >Next >.3. In the “Choose Licensing” window, under ““““CRM IntegrationCRM IntegrationCRM IntegrationCRM Integration”””” select the ““““ExchangeExchangeExchangeExchange”””” option and clickNext >Next >Next >Next >.
  25. 25. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 25 of 474. For “Step 1: Choose which CRM to license . . .” ensure that your desired CRM connection is displayedand click Next >Next >Next >Next >.5. For “Step 2: Select users parent container”, click select >>select >>select >>select >> and the Exchange connection will appear.For “Step 3: Enter the number of users to license” enter the number of user accounts to license. For atrial license, the recommended number is 10.Click Next >Next >Next >Next >.
  26. 26. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 26 of 476. In the “Contact Information”, fill in the information and click Next >Next >Next >Next >.7. In the “Submit Request Electronically?” window click YesYesYesYes. Riva will attempt to upload the licenserequest to the Omni License Request server.8. If the license request upload was successful, Riva will show a successful “Completed” window.If the license request upload was not successful, Riva will open a “Completed” window prompt you tosend the file that was created to licensing@omni-ts.com, Note the path to the
  27. 27. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 27 of 47LicenseRequest(date).request file. You will receive a license file by email.9. After you receive the license, save a copy of the Riva .license file to the LicensesLicensesLicensesLicenses folder inside yourRiva installation directory. You will need to close and restart the Riva application for the license totake effect.Step 5Step 5Step 5Step 5 –––– Create and Configure the CRM Integration PoliCreate and Configure the CRM Integration PoliCreate and Configure the CRM Integration PoliCreate and Configure the CRM Integration PolicycycycyImportant NoteImportant NoteImportant NoteImportant Note ---- Depending on the version of Outlook, the category that is configured in the Riva CRM policywill be automatically created in the user account in Outlook. If the category was not automatically createdduring the initializatal synchronization process, the user will need to add the categories to their Outlook MasterCategory List and assign the desired colors.From the PoliciesPoliciesPoliciesPolicies tab, select the Enterprise CRM IntegrationEnterprise CRM IntegrationEnterprise CRM IntegrationEnterprise CRM Integration category and click the Exchange CRMExchange CRMExchange CRMExchange CRMSynchronizationSynchronizationSynchronizationSynchronization menu item to create and configure the CRM synchronization policy settings:1. Under the GeneralGeneralGeneralGeneral tab, provide a descriptive name and description (optional). Select the desired CRMconnection. Click the add >>add >>add >>add >> link to select the desired Exchange connection (the list of availableconnections will appear).
  28. 28. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 28 of 47.You can mouse over each connection to see a popup note that displays the full name of theconnection. Select the desired connection and click Ok >>Ok >>Ok >>Ok >>. This will open an Exchange Browserwindow.To add a target account, type in the email address of the account and click check name >>check name >>check name >>check name >>. If theemail address resolves to the Exchange system, then it will become underlined. Click add >>add >>add >>add >> to add itto the “Selected Node” list box. Keep adding additional accounts until all are identified.
  29. 29. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 29 of 47NoteNoteNoteNote – If a Exchange MAPI connection was used, a browse >>browse >>browse >>browse >> link will be available which will open anExchange browser window that will allow the administrator to select user accounts and distributiongroup objects. This allows you to add users to the group to be synchronized rather than having to addindividual users. Click Ok >>Ok >>Ok >>Ok >> twice to add the target Exchange accounts to the list in the policy.2. Under the “General” tab, ensure that the EnabledEnabledEnabledEnabled option is notis notis notis not checked.3. Under the SySySySync Start Timenc Start Timenc Start Timenc Start Time tab, set the desired start date to synchronize active items to userExchange accounts. This date controls how much "history" will be synchronized to Exchange.Depending on the amount of data in your CRM, a best practice might be to set this to 30, 60 or 90days history. Any item that has been created or modified in the date range will be synchronized. InDemo mode, you cannot change this value.
  30. 30. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 30 of 474. Under the SchedulingSchedulingSchedulingScheduling tab, set the “Peak” and “Off-Peak” synchronization frequency values from theavailable drop-down lists. Also click Edit Peak Times . . .Edit Peak Times . . .Edit Peak Times . . .Edit Peak Times . . . and Edit Blackout Times . . .Edit Blackout Times . . .Edit Blackout Times . . .Edit Blackout Times . . . links to specifythe “Peak” days and time ranges and “Blackout” days and time ranges. Riva will not synchronize anydata during the “Blackout” period.• Peak TimesPeak TimesPeak TimesPeak Times – recommend to set the start time for one hour prior to normal office startinghours and one hour after normal closing hours.• Blackout TimesBlackout TimesBlackout TimesBlackout Times - set the blackout time to prevent Riva from communicating with Exchangeduring system maintenance and backup times.
  31. 31. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 31 of 475. Under the Address BookAddress BookAddress BookAddress Books tab, specify the name of the CRM address books and categories that will becreated in the Exchange account and indicate which type of address book objects to synchronizebetween Exchange and the CRM system. In this case, Riva will create a new address book using thecategory name: <Address Book name> | Contacts<Address Book name> | Contacts<Address Book name> | Contacts<Address Book name> | Contacts and <Address Book name> | Leads.<Address Book name> | Leads.<Address Book name> | Leads.<Address Book name> | Leads. Werecommend setting the “Address Book name” field to identify the CRM solution. In this example Rivawill create a SugarCRSugarCRSugarCRSugarCRM | ContactsM | ContactsM | ContactsM | Contacts and a SugarCRM | LeadsSugarCRM | LeadsSugarCRM | LeadsSugarCRM | Leads in the Exchange account.Options to consider include:• Require category on new itemRequire category on new itemRequire category on new itemRequire category on new item – (default) users can manually create a new address book item(contact or lead) in their Outlook client. To sync a new or existing Outlook client to the CRM,the user must modify the assigned category to match the appropriate category name.o ContactsContactsContactsContacts will synchronize to <CRM category name> e.g. SugarCRMSugarCRMSugarCRMSugarCRMo LeadsLeadsLeadsLeads will synchronize to <CRM Lead category name> e.g. SugarCRM LeadSugarCRM LeadSugarCRM LeadSugarCRM Lead• Sync all newSync all newSync all newSync all new itemsitemsitemsitems – will automatically assign the category name to each new contact or leadcreated in the user’s Exchange account. This is provided for those users that have mobilitydevices or use another email client (e.g. Mac Mail) that do not support Exchange categories.If selected, when a user creates a new contact on their mobility device, the contact will besynchronized up to the CRM.• Synchronize ContactsSynchronize ContactsSynchronize ContactsSynchronize Contacts – uncheck to disable contact synchronization.• Synchronize LeadsSynchronize LeadsSynchronize LeadsSynchronize Leads – uncheck to disable lead synchronization.• Filter by securityFilter by securityFilter by securityFilter by security – (default) contact and leads will be synchronized on the basis of visibility tothe user. If the user can see the contact or lead in CRM, then it will synchronize from CRM toExchange.• Filter by ownershipFilter by ownershipFilter by ownershipFilter by ownership – contacts and leads will be synchronized on the basis of ownership(assignment to the target CRM user). Only those contacts and leads that are ‘assigned’ tothe user will be synchronized from CRM to Exchange.
  32. 32. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 32 of 476. Under the CalendarCalendarCalendarCalendar tab, specify the name of the CRM category that will be assigned to appointmentsand phone calls that are synchronized between the CRM and Exchange. Assigning existingExchange appointments to the CRM category will cause them to be synchronized to the CRM.Options to consider include:• Require categoryRequire categoryRequire categoryRequire category on new itemon new itemon new itemon new item – (default) users can manually create a new Calendar item(appointment or phone call) in their Outlook client. To sync a new or existing calendar itemfrom their Outlook client to the CRM, the user must modify the assigned category to matchthe appropriate category name.o AppointmentsAppointmentsAppointmentsAppointments will synchronize to <CRM category name> e.g. SugarCRMSugarCRMSugarCRMSugarCRMo Phone CallsPhone CallsPhone CallsPhone Calls will synchronize to <CRM Phone category> e.g. SugarCRM PhoneSugarCRM PhoneSugarCRM PhoneSugarCRM Phone• Sync all new itemsSync all new itemsSync all new itemsSync all new items – will automatically assign the category name to each new appointment orphone call created in the user’s Exchange account. This is provided for those users that havemobility devices or use another email client (e.g. Mac Mail) that do not support Exchangecategories. If selected, when a user records a new appointment or phone call on theirmobility device, the item will be synchronized up to the CRM.• Synchronize AppointmentsSynchronize AppointmentsSynchronize AppointmentsSynchronize Appointments – uncheck to disable contact synchronization.• Synchronize Phone CallsSynchronize Phone CallsSynchronize Phone CallsSynchronize Phone Calls – uncheck to disable lead synchronization.7. Under the TaskTaskTaskTask tab, specify the name of the Task category and check Synchronize Tasks (OnlySynchronize Tasks (OnlySynchronize Tasks (OnlySynchronize Tasks (Onlyuncompleted tasks will sync)uncompleted tasks will sync)uncompleted tasks will sync)uncompleted tasks will sync) to allow the policy to synchronize tasks between the two systems.Synchronized tasks will appear in the Task List in the email client.Options to consider include:• Require category on new itemRequire category on new itemRequire category on new itemRequire category on new item – (default) users can manually create a new task in theirOutlook client. To sync a new or existing task from the Outlook client to the CRM, the usermust modify the assigned category to match the appropriate category name.• SySySySync all new itemsnc all new itemsnc all new itemsnc all new items – works the same as Calendar but applies to LL new tasks created.
  33. 33. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 33 of 478. Under the OtherOtherOtherOther tab, specify the name of the CRM parent folder that will be created in the Exchangeaccount “Mailbox”. Check the type of modules to enable for “SmartConvert” and “Assign To”. Themodules displayed will match the type of CRM being synchronized to. Different CRMs have supportfor different modules. For example, MS Dynamics CRM supports “Orders” and “Service Calls” inaddition to Quotes, Opportunities and Cases.Note:Note:Note:Note: If your CRM system does not use a listed module do not check that module. If an unusedmodule is selected, the resulting synchronization cycles may suffer from poor performance or causesynchronization errors.9. Under the SmartConvertSmartConvertSmartConvertSmartConvertTMTMTMTMtab, check to Enable SmartConvertEnable SmartConvertEnable SmartConvertEnable SmartConvert and provide the name of the SmartConvert child folder that will be created inside the CRM Content folder. This will be the prefix for eachof the new sub-folders under Opportunities, Quotes, Cases, etc. We recommend you use somethinglike "- Create NewCreate NewCreate NewCreate New". Ensure that you place a “---- ““““ before the “Create New” in the Parent folder name toParent folder name toParent folder name toParent folder name toconvert folders:convert folders:convert folders:convert folders: This will ensure “- Create New …” folders appear at the top of the folder list for each ofthe opportunity, case, order or quote folders.
  34. 34. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 34 of 47For the Contact and Company/Organization Creation Options:Contact and Company/Organization Creation Options:Contact and Company/Organization Creation Options:Contact and Company/Organization Creation Options:• Select Do not create new Contacts based onDo not create new Contacts based onDo not create new Contacts based onDo not create new Contacts based on CC and BC email addressesCC and BC email addressesCC and BC email addressesCC and BC email addresses to configure Rivato not create Accounts and Contacts from email addresses in the CC or BC of emails whenusing SmartConvert to automatically create a new opportunity, case, order or quote..• Select Must match at least one Contact to be convertedMust match at least one Contact to be convertedMust match at least one Contact to be convertedMust match at least one Contact to be converted to only allow creating new emails,opportunities, cases, opportunities, etc if at least one contact exists in the CRM. If selected,the option “Match against Leads if no matching Contacts found” will not work.• Select Assign converted item to Account of matched ContactsAssign converted item to Account of matched ContactsAssign converted item to Account of matched ContactsAssign converted item to Account of matched Contacts to assign new item to both thecontact and the corresponding account. If not checked, the newly created item will only beassigned to the contact or lead.• Select Match against Leads if no matching Contacts foundMatch against Leads if no matching Contacts foundMatch against Leads if no matching Contacts foundMatch against Leads if no matching Contacts found to allow using Leads for newlycreated items. If no contact or lead exists, Riva will create a new Account and Lead• Select Users and contactUsers and contactUsers and contactUsers and contacts are mutually exclusives are mutually exclusives are mutually exclusives are mutually exclusive to ensure that new contacts and accountsare not created if there is a CRM user that matches the email address check in the To, Fromor CC/BC fields.• For the Contact CreationContact CreationContact CreationContact Creation Filter:Filter:Filter:Filter:o Leave blank (default) to allow SmartConvert to create new CRM contacts and accounts.o Enter a “*” to prevent SmartConvert from creating new CRM contacts and accounts.o Enter a semi-colon delimited list of email domain name(s) that will be filtered out whenyou drag-and-drop emails in the SmartConvert folders in the Exchange client. If youenter an email domain (e.g. @omni-ts.com; @hotmail.com; @gmail.com) no contacts oraccounts will be created for emails that match the creation filter. Otherwise SmartConvertwill work (e.g. archive email, create an opportunity, etc) if the account and contact thatmatches the email already exists. This is commonly used to filter your own email domainnames to prevent creating contacts in your CRM based on your domain name and forgeneric email services like Gmail, HotMail, etc.9. Under the AssignToAssignToAssignToAssignTo tab, check Enable Assign ToEnable Assign ToEnable Assign ToEnable Assign To to allow users to copy emails and assign them toexisting cases, opportunities, quotes, etc. Specify the parent folder name that will hold the child“Assign to” folders for each opportunity, case or quote. The recommended folder name is “Assign To”but can be changed.
  35. 35. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 35 of 47Under Assign to CategoryAssign to CategoryAssign to CategoryAssign to Category SettingsSettingsSettingsSettings, assign a category name to identify the opportunities, cases,orders and quotes that are going to have "Assign To" folders created. The default category name is“Assign To”“Assign To”“Assign To”“Assign To”.We recommend you leave this as default. Because this option creates a new category and becausecategories are not available in the Exchange client until the client is restarted, users will need torestart the client after the first initialization has occurred to see these features. Once assigned, thename of the "Assign To" category cannot be changed. Under the Opportunities, Quotes, Orders andCases folders, for each of the Opportunities, Quotes and Cases that have the category applied, youwill see an "Assign To" folder. This "Assign To" folder will include a link to the related master emailunder the Opportunities, Quotes, Orders or Cases folders.For Assign To Folder Creation FilterAssign To Folder Creation FilterAssign To Folder Creation FilterAssign To Folder Creation Filter:• Select Limit the number of foldLimit the number of foldLimit the number of foldLimit the number of foldersersersers and set the value (default is 30). This will limit themaximum number of Assign To children folders to 30. As a given opportunity, case or quoteis modified in the CRM, it will be synchronized to the appropriate “Assign To” folder and theoldest folder in the list (based on date/time) may be removed. Modify this value to match thenumber of open cases, opportunities, etc that can be confortable managed and used in theOutlook client.• Select Limit age of items for which folders will be created toLimit age of items for which folders will be created toLimit age of items for which folders will be created toLimit age of items for which folders will be created to and set the number of days(default is 30). When an opportunity, case or quote ages beyond the limit, the Assign Tofolder for that opportunity, case or quote will be removed from Exchange account. Simplyupdate an opportunity, case or quote that is outside the date range for the Assign To folder tobe re-created. Modify this value to match the average length of your sales cycles.WarningWarningWarningWarning – if you uncheck both of the “Folder Creation Filters” all activeopportunities, cases and quotes will be synchronized to the Exchange clientand a corresponding “Assign To” folder will be created for each item.For Assign To Sort OptionsAssign To Sort OptionsAssign To Sort OptionsAssign To Sort Options specify the preferred sort order for displaying items in the Outlook client.
  36. 36. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 36 of 4710. Under the Connection OptionsConnection OptionsConnection OptionsConnection Options,,,, specify the “Execution Threads” and “CRM connection method.NoteNoteNoteNote - Riva will test to see if the selected CRM connection method will work.• Execution ThreadsExecution ThreadsExecution ThreadsExecution Threads - This controls the number of accounts that will synchronize at once.Depending on your system performance, you will want to adjust this value. During theinitialization, we recommend starting with the default and increasing as required. Dependingon the number of accounts and the amount of data being synchronized, the initial accountprovisioning process might be intensive. After your accounts have been initialized, thenumber of threads value can be increased to a higher value.• CRM Connection MethodsCRM Connection MethodsCRM Connection MethodsCRM Connection Methods – (refer to ““““RivaRivaRivaRiva CRM Connection Methods”CRM Connection Methods”CRM Connection Methods”CRM Connection Methods” above) specify thedesired CRM connection method.o Use Impersonation (Primary meUse Impersonation (Primary meUse Impersonation (Primary meUse Impersonation (Primary method)thod)thod)thod) – uses the master Exchange username toimpersonate each account. Passwords are not required as the connection uses thecredentials of the CRM service account used in the CRM connection. The CRM accountused in the CRM Connection Wizard must be an administrator level account. This is themost secure, scalable and preferred option. Not all CRM solutions are supported. SomeCRM systems need special configuration.o Use the configured CRM account (Tertiary method)Use the configured CRM account (Tertiary method)Use the configured CRM account (Tertiary method)Use the configured CRM account (Tertiary method) – used when you want to synchronizea single CRM account to many Exchange accounts. Can also be used to synchronizesingle user accounts but requires creating a unique CRM connection and CRMIntegration Policy for each user. It will only synchronize the CRM account used in theCRM Connection.o UseUseUseUse LSAKeyLSAKeyLSAKeyLSAKey to extract LDAP password (Secondary method)to extract LDAP password (Secondary method)to extract LDAP password (Secondary method)to extract LDAP password (Secondary method) – if LDAP authentication isconfigured on the target, this method uses the LSAKey to extract the LDAP password foreach Active Directory account and connect to the CRM with the extracted credentials.Requires a configured Riva Active Directory Connection be configured in addition to theExchange connection. Contact Omni technical support for additional information on thisoption.
  37. 37. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 37 of 47o Use a CSV file that contains CRM login informationUse a CSV file that contains CRM login informationUse a CSV file that contains CRM login informationUse a CSV file that contains CRM login information – uses a CSV file that contains theemail address, CRM username and password. Least secure option and used when noother option works with the target CRM.o Salesforce has an additional configuration option which requires the Riva Single Sign-onService be installed and configured. Contact Omni for more information on thisrequirement.11. Under GeneralGeneralGeneralGeneral tab, ensure that EnableEnableEnableEnable is not checked. When this policy is saved, Riva will promptyou whether you want to start the initial synchronization. Click Save >>Save >>Save >>Save >> to save the synchronizationsettings. At the “Install Riva_Service_CrmAgent?” window, select YesYesYesYes to install the Riva CRM Agentservice.This will create and start a servicecalled “Omni Riva (CRM AgentOmni Riva (CRM AgentOmni Riva (CRM AgentOmni Riva (CRM Agent forforforforExchangeExchangeExchangeExchange))))”. By default, this service isconfigured to start when Windowsloads. The service can be started,stopped and restarted using the RivaRivaRivaRivaCRM Agent Service MonitorCRM Agent Service MonitorCRM Agent Service MonitorCRM Agent Service Monitor orstandard Windows Servicesmanagement console.NoteNoteNoteNote: If the Exchange connectionuses an Outlook profile, then the useraccount that created (and owns) theOutlook profile must be configured tolog on as the service. Open theWindows Service managementconsole and modify the Log On setting.
  38. 38. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 38 of 47Step 6Step 6Step 6Step 6 –––– Run & Verify Initial SynchronizationRun & Verify Initial SynchronizationRun & Verify Initial SynchronizationRun & Verify Initial SynchronizationCarefully consider what date you want to choose for the initial synchronization. When doing an initialsynchronization, a significant amount of network traffic is created to copy the data from the CRM system to theusers Exchange accounts to create the new Contact and Leads address books, the CRM calendar and theCRM content folders. If you are initializing a large number of users, we recommended the initialsynchronization be performed during quiet hours. You might want to adjust your Blackout Times during thefirst initialization so it can occur during the night.To start initial synchronization:1. In Riva, edit the CRM Synchronization policy, check EnabledEnabledEnabledEnabled, and click Save >>Save >>Save >>Save >>. This will auto-startthe Riva CRM Agent service.2. If you open the Riva CRM Service Monitor, (see step 6 above) you will see the users specified in theCRM Synchronization policy. If you check View all Activity MonitorsView all Activity MonitorsView all Activity MonitorsView all Activity Monitors an individual synchronizationmonitor window will open for each user in the list.Users do not have access to this monitor. They will be able to tell the process is working for them by viewingthe new contacts, calendar items and other synchronized modules that were automatically created in theExchange account:
  39. 39. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 39 of 47Synchronizing DataSynchronizing DataSynchronizing DataSynchronizing Data BetweenBetweenBetweenBetween ExchangeExchangeExchangeExchange and Your CRM Solutionand Your CRM Solutionand Your CRM Solutionand Your CRM SolutionCurrent Synchronization OptionsCurrent Synchronization OptionsCurrent Synchronization OptionsCurrent Synchronization OptionsRiva CRM Integration Server is a background, transparent synchronization application that runs on aWindows desktop or server. There are no changes required or software to be installed on the userworkstations, browsers, Outlook, Outlook Web Access, Entourage, IMAP clients or BlackBerry or ActiveSyncdevices.BiBiBiBi----directional Synchronization.directional Synchronization.directional Synchronization.directional Synchronization. The following bi-directional synchronization options are provided:• Contact List contacts (contacts in CRM) and organizations (accounts in CRM). Riva creates a“Contacts” and a “Leads” address book in Exchange and assigns them to the appropriate account• Appointments• Tasks - only uncompleted tasks will be synchronized. Completed tasks will be removed from theExchange calendar views during the next Riva synchronization cycle.With bi-directional synchronization, the user can make a change in Exchange or in the CRM interface and thedata will synchronize in both directions during the next Riva synchronization cycle.UniUniUniUni----directional Synchronizationdirectional Synchronizationdirectional Synchronizationdirectional Synchronization. The following uni-directional (from CRM to Exchange only) synchronizationis supported:• CRM phone calls appear as appointments in Exchange• CRM Quotes appear as read-only and HTML ConnectBar view emails• CRM Opportunities appear as read-only and HTML ConnectBar view emails• CRM Cases appear as read-only and HTML ConnectBar view emails• CRM Orders appear as read-only and HTML ConnectBar view emailsThe following diagram illustrates the available synchronization:
  40. 40. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 40 of 47Working withWorking withWorking withWorking with OutlookOutlookOutlookOutlook CategoriesCategoriesCategoriesCategoriesDepending on the version of Outlook, the category that is configured in the Riva CRM policy will beautomatically created in the user account in Outlook. If the category was not automatically created during theInitialization process, the user will need to add the category to their Outlook Master Category List. If the userwants to differentiate CRM appointments, tasks, phone calls and tasks based on category colors, they willneed to add the category to the Master list and assign the color.Policy ManagementPolicy ManagementPolicy ManagementPolicy Management Tasks ExplainedTasks ExplainedTasks ExplainedTasks ExplainedMaking Changes to an ExistMaking Changes to an ExistMaking Changes to an ExistMaking Changes to an Existing CRMing CRMing CRMing CRM SynchronizSynchronizSynchronizSynchronizationationationation PolicyPolicyPolicyPolicyCertain factors should be kept in mind when making changes to an existing Riva CRM synchronization policy:• When changes are saved to an existing Riva CRM synchronization policy that is running, thosechanges will be immediately applied.• Certain changes, such as adding multiple new Exchange accounts to the policy can cause anincrease in network traffic. We recommend changes that can result in lots of traffic be implementedduring quiet hours.• Changes that are made to policy settings will affect all Exchange accounts assigned to the policybeing changed. If you only need to make changes to certain Exchange accounts, remove thoseaccounts from the policy and create a new policy to manage them with.• A best practice is to use distribution groups to identify Exchange accounts rather thanadding/removing individual users from the Riva list. Adding or removing users from the distributionlists will not be applied until the Riva CRM Agent service is restarted.Restarting the RivaRestarting the RivaRestarting the RivaRestarting the Riva CRM Agent ServiceCRM Agent ServiceCRM Agent ServiceCRM Agent ServiceAny time that a change is made to an existing Exchange CRM Synchronization policy, Riva will automaticallyrestart the service for the user account affected by that change without affecting other users that are currentlysynchronization. This allows an administrator the ability to add an account (user) to an existing ExchangeCRM Synchronization policy during normal working hours without affecting otherThere are a number of different ways to stop and start the Riva CRM Agent for Exchange service to supportWindows or Riva maintenance:• In the Riva CRM Service Monitor application, click the RestartRestartRestartRestart button or the StopStopStopStop and StartStartStartStart buttons torestart the service.• From a command prompt, type:o net stop Riva_Service_CrmAgentExnet stop Riva_Service_CrmAgentExnet stop Riva_Service_CrmAgentExnet stop Riva_Service_CrmAgentEx – to stop the serviceo net start Riva_Service_CrmAgentExnet start Riva_Service_CrmAgentExnet start Riva_Service_CrmAgentExnet start Riva_Service_CrmAgentEx – to start the service
  41. 41. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 41 of 47• Use Microsoft MMC “Services” console to stop and start the service.Using Riva CRM Integration LogsUsing Riva CRM Integration LogsUsing Riva CRM Integration LogsUsing Riva CRM Integration LogsYou can refer to the following logs for information on Riva CRM integration to assist with trouble-shooting:• Look at the Riva log files in the LogsLogsLogsLogs folder to see a record of the synchronization cycles and anyerrors that occurred during a synchronization cycle.• There are logs maintained for each user in the CRM Integration LogsCRM Integration LogsCRM Integration LogsCRM Integration Logs folder
  42. 42. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 42 of 47ManagingManagingManagingManaging ExchangeExchangeExchangeExchange Accounts in the PolicyAccounts in the PolicyAccounts in the PolicyAccounts in the PolicyThe recommended practice is to use Exchange distribution groups to identify Exchange accounts to bemanaged by a CRM synchronization policy.If changes are made to the membership of a group that is configured in a Riva CRM policy, those changes willnot be applied until the Riva CRM Agent service is restarted. Riva is not aware when group membershipschange.Utilizing Multiple Riva CRM Synchronization PoliciesUtilizing Multiple Riva CRM Synchronization PoliciesUtilizing Multiple Riva CRM Synchronization PoliciesUtilizing Multiple Riva CRM Synchronization PoliciesRiva permits the creation of multiple CRM synchronization policies using the same CRM connection.WARNINGWARNINGWARNINGWARNING ---- Ensure that the same Exchange account is not assigned to more than oneCRM synchronization policy that connects to the same CRM system. Duplicate items willbe created in the target CRM system and/or the users Exchange accounts. Riva cannotprevent an Exchange user from being assigned to than one CRM synchronization policy.Riva can support applying multiple CRM synchronization policies. You would use this strategy when:• Different groups of Exchange accounts play different roles within an organization. They thereforeneed different CRM synchronization settings for synchronization frequency, names of CRMsynchronization folders, or different modules being synchronized to different groups of users. Salespeople will not necessarily need or want support or service requests to be synchronized to theiraccounts. Technical support staff wont need opportunities or quotes synchronized to their accounts.Create the number of policies required to support the different "roles" and synchronizationrequirements for users in your environment.• Certain Exchange accounts need to synchronize data to two or more CRM or 3rdparty applications.For example, your senior sales execs might need access to Microsoft CRM (for Canadian sales),Salesforce (for US sales) and SugarCRM Community Edition for all support staff. Riva allows multipleCRMs to be synchronized to a single Exchange account.When the Riva CRM Agent service reads multiple CRM synchronization policies, it will build a combinedsynchronization schedule based on all of the policies.
  43. 43. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 43 of 47Riva administrators can optimize CRM policies by adjusting synchronization interval frequencies andexecution threads to best meet the needs of users while maintaining acceptable levels of server performance.RivaRivaRivaRiva CRMCRMCRMCRM Management TasksManagement TasksManagement TasksManagement TasksLicense Modes forLicense Modes forLicense Modes forLicense Modes for Riva CRM Integration ServerRiva CRM Integration ServerRiva CRM Integration ServerRiva CRM Integration ServerRiva CRM Integration Server supports the following license modes and type of licences:• Demo ModeDemo ModeDemo ModeDemo Mode – Riva CRM Integration Server will operate in “Demo” mode when no .license file hasbeen applied to the Riva application. “Demo” mode includes the following limitations:o “Sync Start Time”“Sync Start Time”“Sync Start Time”“Sync Start Time” is disabled. Riva is limited to initially synchronizing 7 days of active CRMdata before the policy is created and saved.o This mode allows for a maximum of 50 of each type of object (lead, contact, account, task,appointment, opportunity, and case) to be created in CRM Content calendars/folders andcontact book in the Exchange account for each user assigned to the policy.• Trial LicenseTrial LicenseTrial LicenseTrial License – allows full CRM synchronization functionality for the period for which the license wasissued. When the license expires, data will no longer be synchronized between Exchange and theCRM system. Trial licenses are normally limited to 10 users for 15 days.• Perpetual LicensePerpetual LicensePerpetual LicensePerpetual License for on-premise CRMs. For On-premise CRMs, if support expires, Riva CRM willcontinue to function but Riva cannot be upgraded to the latest release and technical support is nolonger available.• SubscriptionSubscriptionSubscriptionSubscription LicenseLicenseLicenseLicense for hosted CRMs – allows full CRM functionality and full support for a fixed 365day period. The license must be renewed on an annual basis. Riva CRM will cease to function whenthe subscription date expires.How toHow toHow toHow to Apply Replacement Licences toApply Replacement Licences toApply Replacement Licences toApply Replacement Licences to Riva CRM Integration ServerRiva CRM Integration ServerRiva CRM Integration ServerRiva CRM Integration Server for Exchangefor Exchangefor Exchangefor ExchangeRiva uses cumulative license files. That means that two or more .license files can be saved into the LicensesLicensesLicensesLicensesfolder and Riva will load all licences into memory when it starts. Riva will not be able to perform a “Check forUpdates” if there is an expired licence in the LicensesLicensesLicensesLicenses folder. Riva might also encounter difficulties when“Trial” and “Full” .license files for the same policy are stored in the LicensesLicensesLicensesLicenses folder.Use the following steps to apply replacement license files:1. Unload the Riva application and stop the Riva CRM Agent Service.2. Remove existing license files (but not the .licensees files )from the Licenses folder.3. Save replacement .license files in to the Licenses folder.4. Start the Riva application and the Riva CRM Agent Service.How to Apply Additional Licences toHow to Apply Additional Licences toHow to Apply Additional Licences toHow to Apply Additional Licences to Riva CRM Integration ServerRiva CRM Integration ServerRiva CRM Integration ServerRiva CRM Integration Server for Exchangefor Exchangefor Exchangefor ExchangeIf you are adding new or additional .license files to increase existing license counts and license another Rivamodule, use this procedure to update the license files:1. Unload the Riva application and stop the Riva CRM Agent Service.2. Save new or additional .license files in to the Licenses folder.3. Start the Riva application and the Riva CRM Agent Service.
  44. 44. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 44 of 47How to Update Riva CRMHow to Update Riva CRMHow to Update Riva CRMHow to Update Riva CRM Integration ServIntegration ServIntegration ServIntegration ServererererUpdates to Riva CRM Integration Server can include updates to the Riva CRM Agent Service. If you arelicensed for Riva CRM and select the “Check for Updates” option, if a new version is available, you will beprompted to download the update. If you select Yes, Riva will automatically:1. Download the update to the computer hosting Riva.2. Stop 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 recommended that both the Riva application (interface) and the Riva CRM Agent Service Monitorinterface be unloaded and restarted.How toHow toHow toHow to Uninstall Riva CRMUninstall Riva CRMUninstall Riva CRMUninstall Riva CRM Integration ServerIntegration ServerIntegration ServerIntegration ServerThere is no uninstaller for Riva. Uninstalling Riva CRM Integration Server requires disabling CRMsynchronization policies, stopping and removing the Riva CRM Agent service, and deleting the Rivainstallation directories.To completely remove Riva CRM Integration Server:1. (Optional) If Riva is no longer going to be used, it will be necessary to remove CRM synchronizeddata from Exchange accounts and client applications. Follow the steps in “How to PermanentlyRemove Synchronized Data from the Exchange Client” for all Riva CRM user accounts. The RivaCRM Agent service needs to be restarted and all Riva CRM policies need to run at least once toensure that data is removed.2. Stop the Riva CRM Agent service. This can be done by stopping the service in “Services” usingMicrosoft Management Console (MMC), or by using the net stop command.3. Uninstall the Riva CRM Agent service by typing the Omni.Riva.CrmAgent.Omni.Riva.CrmAgent.Omni.Riva.CrmAgent.Omni.Riva.CrmAgent.Ex.Ex.Ex.Ex.exeexeexeexe ––––uninstalluninstalluninstalluninstall from theactive application folder in the Riva installation in a command.prompt window.
  45. 45. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 45 of 474. Close the Riva application and the Riva CRM Monitor application.5. (Optional) If Riva is going to be installed on a different Windows system, you will want to save a copyof the Riva installation folder structure and all files.6. Delete the Riva installation folder structure and delete all Riva related icon shortcuts and menuselections manually created.Support forSupport forSupport forSupport for RivaRivaRivaRivaReporting a Technical IssueReporting a Technical IssueReporting a Technical IssueReporting a Technical IssueRiva CRM Integration Server includes a “Request Support” feature in the program. If you experience aproblem with the application, click the RequestRequestRequestRequest ReportReportReportReport link and complete the form. Please ensure that youinclude the correct contact information. Once the OKOKOKOK button is clicked, Riva CRM Integration Server will sendthis issue and a copy of the application logs to our technical support team..
  46. 46. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 46 of 47Upgrade andUpgrade andUpgrade andUpgrade and MaintenanceMaintenanceMaintenanceMaintenance SupportSupportSupportSupport AgreementsAgreementsAgreementsAgreementsCustomers who have current upgrade and support contracts are eligible to receive full email and telephonesupport Monday to Friday between 9:00 a.m. and 5:00 p.m. Mountain Time during regular working days.Limited email support may be available during extended hours. Email and telephone support is also availableto customers who are evaluating Riva. 365x7x24 support is available for optional purchase.Free SupFree SupFree SupFree SupportportportportFree support is limited to information available from our support forum, our web site and information containedin the user manual. Telephone and email support for customers who do not have a current support contractcan be provided on a fee per-hour basis.Contacting SupportContacting SupportContacting SupportContacting SupportYou can contact support by phone, email or fax.Email: support@omni-ts.comPhone: +1111----780780780780----423423423423----4200420042004200Fax: +1-780-423-4711You can also use the "Contact Us" link in the upper right-hand corner of our web site. Please include as manydetails as possible when requesting support:
  47. 47. Riva CRM Integration Server for Exchange Admin Guide www.omni-ts.comRevised: August 26, 2010 © 2009-2010 Omni Technology Solutions Inc. Page 47 of 47Online ResourcesOnline ResourcesOnline ResourcesOnline ResourcesOnline resources for Riva include:• Product Website: www.rivacrmintegration.com• Flash Tutorials: www.rivacrmintegration.com/integration/videos/• Support Forum: Go to http://www.omni-ts.com/forum/category--riva-integration-server-for-exchange-and-groupwise.html and:o Select the RivRivRivRivaaaa IntegrationIntegrationIntegrationIntegration ServerServerServerServer forforforfor ExchangeExchangeExchangeExchange forum.o “RivaRivaRivaRiva CCCCRMRMRMRM Integration for ExchangeIntegration for ExchangeIntegration for ExchangeIntegration for Exchange TipsTipsTipsTips” available at http://www.omni-ts.com/forum/post--2295--page-1.html is a collection of forum articles to provide troubleshooting and advancedmanagement steps for Riva CRM Integration for Exchange.• Online Documentation and Knowledgebase: kb.omni-ts.com

×