Recent modifications to features and enhancements to Riva have resulted in changes to the layout of most of the CRM sync policy settings tabs with additional options being made available. Please refer to this document when creating a CRM sync policy for GroupWise and CRM connections.
Creating a Sync Policy
Configure the Sync Policy
The following policy settings tabs are available:
Once the CRM sync policy has been completely configured, the policy can be saved and the Riva CRM Agent Service can be installed. Certain sync policy options will be locked down to prevent sync errors in the future.
Before creating a Riva CRM sync policy for GroupWise connections, ensure that the following tasks have been completed:
With respect to this article, Riva performs three types of data synchronization:
The goal is to create a CRM sync policy that can be configured and tested against the target systems with minimal disruption to the target systems or users. These best practises should be followed for evaluation and production deployments:
The next task is to configure the CRM sync policy. DO NOT select SAVE to save the CRM sync policy until the various policy settings have been configured. Saving the policy early would lock in the category names and folder names and prevent them from being modified. To modify the locked settings, you would need to reinitialize everything as follows: In the General tab, select the Select All check box; and in the Type drop-down list, select Full - Delete all Mailbox data and re-poll from CRM.
The General tab is used to:
In the General tab of the sync policy:
During the first sync cycle, Riva syncs items from the CRM to GroupWise as follows:
How does Riva handle long running synchronizations?
When synchronizing a user's content, if the synchronization cycle lasts longer than the defined interval, Riva delays the scheduling of the next cycle until after the current synchronization cycle has been completed.
This tab is used to:
To set the scheduling of the sync policy:.
The Address Books tab is used to:
To configure address book synchronization:
The Calendar tab is used to:
By default, Riva syncs appointments, non-completed tasks, and phone calls from the target user's CRM calendar to a new child calendar in their GroupWise calendar:
The Other tab is used to:
Different CRMs have different modules available. Your options may be different depending on the CRM.
The SmartConvert tab is used to:
To configure SmartConvert:
The AssignTo tab is used to:
To configure AssignTo:
The Connection Options tab is used to:
The Advanced Options tab is used to configure attachment filter options that are specific to this policy.
A new CRM sync policy can be saved at any time. The very first time the very first CRM sync policy is saved, Riva opens a window to ask if it can install the CRM Agent Service. If the CRM sync policy is not enabled and Yes is selected, the service is installed and started. If there are no enabled policies (the best practice is to disable new policies when you create them), no data will be synched between the CRM and GroupWise.
Two significant changes occur when a new CRM sync policy is saved: