Applies to
- Riva 2.4.46 or higher.
- All supported email systems except GroupWise when accessed via a legacy connection.
- All supported CRMs except GoldMine. — For Sugar and SAP C4C, the addition or removal of attendees is synced as described in this article, but attendee statuses are not synced to Sugar or SAP C4C.
Depending on circumstances or use cases, one attendee mode is clearly better than most or all of the other attendee modes.
Best practice: Manage a meeting in the system it was created in: in the CRM or in the email system, but not in both. The Riva sync does not support all meeting changes made in the other system. Examples:
- If meetings originating from the email system are managed in the CRM, attendees who do not match contacts or users in CRM will end up missing from the attendee list in the email system.
- If meetings created or modified in the CRM are managed in the email system, no notifications will be sent to the attendees in the email system.
- If in Google, in unshared mode, an attendee is added to a meeting created or modified in the CRM, no appointment is created for that attendee in the CRM.
To configure the modes of attendee syncing (attendee modes):
-
In the Riva Manager application, on the menu bar, select Policies.
-
Double-click a policy to edit it.
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In the Edit CRM Synchronization Policy window that appears, select the Calendar tab.
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On the Calendar page, under Options, select Configure Attendee Mode Settings.
The Calendar: Attendee Modes window appears.
Calendar: Attendee Modes
The top sections of the following table compare the ways attendees are synced to CRM per attendee mode: Unshared, Pure, Hybrid, and Full. — If in Riva 2.4.45 or earlier, attendee syncing was controlled with advanced or custom options, the Custom attendee mode is automatically selected.
The last section of the table provides usability considerations and tips.
How does the sync create the appointment in CRM? |
Unshared |
Pure |
Hybrid |
Full |
| one copy of the appointment per attendee who is a CRM user. |
Yes |
No |
No |
No |
| one appointment record in CRM. (It will be created and maintained differently depending on the attendee mode.) |
No |
Yes |
Yes |
Yes |
When the sync creates an appointment in CRM, are these added to the attendee list in CRM? |
Unshared |
Pure |
Hybrid |
Full |
| all attendees who are CRM contacts. |
Yes |
Yes |
Yes |
Yes |
| the currently syncing CRM user. |
Yes |
Yes |
Yes |
Yes |
| all attendees who are other syncing CRM users. |
No |
No |
Yes |
Yes |
| all attendees who are non-syncing CRM users. |
No |
No |
Yes |
Yes |
On subsequent updates in the email system, are the following changes synced to the attendee list in CRM? |
Unshared |
Pure |
Hybrid |
Full |
| changes made to CRM contact attendees by the organizer or any attendee, if the organizer is syncing. |
Yes |
Yes |
Yes |
Yes |
| changes made to CRM contact attendees by the organizer or any attendee, if a CRM user attendee is syncing. |
Yes |
No |
No |
Yes |
| the currently syncing CRM user's own attendance changes. |
Yes |
Yes |
Yes |
Yes |
| changes affecting any other syncing CRM user attendees. |
No |
No |
No |
Yes |
| changes affecting any non-syncing CRM user attendees. |
No |
No |
No |
Yes |
Usability and tips |
Unshared |
Pure |
Hybrid1 |
Full2 |
| Up-to-date status3 of other attendees. 1: Best. 2: Medium. 3: Only at the creation date of the appointment. |
3 |
2 |
2 |
1 |
| Use of syncing resources. 1: Least. 2: Medium. 3: Largest. |
1 |
2 |
2 |
3 |
| Support for forwarding appointments. |
No4 |
Yes |
Yes |
No5 |
|
1. Recommended in general.
2. Strongly recommended for systems that include multiple synchronized email systems. Otherwise, duplicate appointments appear in the CRM.
3. Recommended if every CRM user attendee is syncing.6
4. Required if you do not want shared meetings in CRM.
|
4 |
2, 3 |
1 |
|
| Usually recommended: the Is the Connection User Dedicated for Synchronization check box is selected for these modes: |
No |
Yes |
Yes |
No |
| For customers upgrading from a version that already has attendee syncing configured with advanced or custom options, the "Custom" option is automatically selected and you cannot select another mode - this will ensure backwards compatibility. You may like to contact us and ask us to review the exact way in which attendee syncing is managed in your system. |
|
|
|
|
Notes:
- Requirement for Salesforce: Hybrid is supported only if the following check box is selected: Events: synchronize event attendees to event relations. For more information, see Configure the Salesforce connection options.
- We do not recommend selecting the Full mode, because when there are many attendees, Full can cause the sync to become extremely slow. See also note 5.
- The attendee status is not synced to Sugar or SAP C4C.
- Attempting to forward appointments in the Unshared attendee mode may strip all the attendees from the attendee list.
- Attempting to forward appointments in the Full attendee mode may cause inconsistent attendee lists, which may cause the appointment to be deleted for forwarded users.
- Although Pure mode is recommended when all CRM users are synchronizing, Hybrid mode has the following check box: Optimize when all CRM Users are synchronizing.
