When organizations first set up Riva On-Premise, there can be a tendency to add all the users to a single CRM synchronization policy. At some point in the future, Riva administrators may want to create additional CRM sync policies for special groups of target users, for example "BES Mobile Users". These procedures will allow the Riva administrator to create and configure new policies to best suit the sync needs for specific target users.
Procedures for moving users between existing CRM sync policies:
For this scenario, a user wants to prevent phone calls from syncing between their CRM account and their Exchange mailbox. Their target user is currently assigned to a CRM policy that syncs phone calls. To satisfy the user's request, the admin needs to:
Warning: These procedures involve working with two policies with the same target users. One policy is the "source" policy that is currently in use, and the other is a duplicate "new" policy. Ensure that both policies are DISABLED until all steps are completed. If both policies are enabled too soon, Riva may create duplicate items in the target CRM and/or email systems. In addition, do not re-initialize any of the target users.
These steps are used to create a new CRM sync policy based on a "source" policy. Riva administrators can create a new CRM sync policy if they do not want to create a duplicate of an existing policy.
This procedure can be used to modify the "duplicate" CRM sync policy. The duplicate policy should be modified to sync in the desired manner before moving users into it.
These steps are used to move the users from the "source" policy to the "duplicate" policy. This involves moving the transaction files for the desired users. (It helps to understand how Riva maintains transaction records.)
Note: There is no need to re-initialize the users being moved. The following process moves the user to the "duplicate" policy, and after the policy is enabled, syncing resumes and uses the sync options of the "duplicate" policy.
These steps are used to enable the "source" sync policy and confirm that the correct users are synchronizing.
These steps are used to enable the "duplicate" sync policy and confirm that the correct users are synchronizing.
When the "moved" users are syncing, their CRM sync policy will sync items only according to the new policy settings. Items that were previously synced when the user was assigned to the "source" policy will no longer be synced by Riva, unless they are also specified in the new policy. For example, in the case scenario, the RHICKS user will have phone calls in his email client calendar which can be safely removed without affecting the phone call items in the CRM. As the user schedules phone calls in the CRM, they will no longer sync to the user's email account and will not be visible in their email client.
Riva admins need to provide clear instructions to users about which items can be safely removed from their email client application.