Riva CRM Integration - Documentation and Knowledge Base

Organic Contact Filtering Options for Riva Sync Policies

Article ID: 330
Last updated: 24 Oct, 2017

By default, the Riva Manager application provides mutually exclusive buttons to filter contacts by visibility or by ownership. Clients who need additional filter options can configure Riva to implement "organic contact filters". Riva supports a number of additional advanced filtering options that give you complete control over which CRM contacts are synchronized to users. To request additional information regarding your specific contact filter requirements, contact the Riva Success Team.

Organic filtering includes options to configure Riva to sync contacts based on a "relevant" relationship that is recorded in the CRM. By default, Riva can be configured to apply the following organic filtering relationships and sync contacts to a user who

  • Has a meeting scheduled with a contact;
  • Has a contact who is related to an opportunity, case, quote, project, or other CRM object that a user has visibility into or ownership of;
  • Has synchronized an email from a contact to the CRM;
  • Is related to an account that is owned or team-owned by a user;
  • Has been identified by a check box option at the contact level that allows the user to select which individual users to sync based on: "Known by me", "Sync this contact", "Follow", or by having a contact be part of a "Salesforce Chatter" or similar CRM-related streaming/communication solution that is being monitored by the user;
  • Or has selected any of many other CRM-specific contact filter options.

This article discusses how to enable and apply conditions to the organic/dynamic filtering options:

Possible Configurations

Organic contact filtering is supported in two modes:

  • Organic filtering ONLY: Riva disregards the filter options configured on the Address Book page of the CRM synchronization policy; or

  • Organic filtering and standard filter options: Riva applies the standard contact filtering options on the Address Book page in the CRM policy and also applies the organic filter options. This option is available only if you select Must be Owner as the filter option on the Address Book page.

Enable and Configure Organic Contact Filter Options

With organic filtering enabled, Riva synchronizes contacts for which a relevant relationship has been identified in the CRM to Exchange. These contacts are identified as contacts that are related to CRM appointments, phone calls, opportunities, cases, etc. These contacts are synchronized to Exchange in addition to the contacts that are synchronized by means of the standard poll (the By Ownership filter).

To enable organic filtering:

Maximum age

With a maximum age configured, Riva does not synchronize any contacts that are found to be older than the given age. (It also does not remove any that have been previously synchronized.)

Age is determined by the last modified date of the contact, unless organic filtering is enabled. With organic filtering enabled, age is determined by the greatest of the last modified date of the contact, or the last referenced date of the relationship activity with the contact. The last referenced date is determined by the last modified date of the referencing item or, if the referencing item is an appointment, the start date.

To set the maximum age filter:

Maximum count

With a maximum count configured, Riva removes contacts from the address book that exceed the given count. First, the items are sorted by age, and then the oldest items are removed.

To set the maximum count:


By default, references are enabled for user-created contacts on a per-module basis.

To disable contact references for user-created contacts on a per-module basis:


To disable contact references for user-created contacts for the Appointment module, set the following:

Crm.FilterOrganically.Contact.DetectReferenceEnabled.Appointment = False

To re-enable contact references for user-created contacts on a per-module basis:

  • Set the option to True.

Disable the standard poll

The standard poll synchronizes contacts in the "standard" way by using the options defined on the Contacts tab; that is, it syncs all the contacts that are visible or that are owned. With the standard poll disabled and organic filtering enabled, a user gets only the contacts that have been assigned to appointments, tickets, or opportunities owned by the user. With the standard filtering enabled, the user gets all the contacts that the user would normally get as defined by the configured filtering options PLUS any contacts with whom the user has appointments, tickets, or opportunities.

To enable organic filtering ONLY:

To enable organic filtering AND standard filter options:

Best Practices

If Riva has already synchronized contacts, you can implement organic contact filtering options in one of two scenarios:

  • To retain existing contacts synchronized by Riva, enable the advanced filtering options as explained above. Only new contacts added to the CRM are synchronized according to the organic filtering options.

  • To remove contacts synchronized by Riva and resync contacts based on the organic filtering options, see the following section.

Resynchronize Contacts by Using Organic Filters

The following can cause significant data sync activity. We recommend scheduling this activity to occur during quiet hours.

To remove contacts synchronized by Riva and resynchronize contacts by using the organic contact filtering options:

  1. In the Riva Manager application, edit the CRM synchronization policy.

  2. On the Advanced Options page, set the organic contact filter options as explained above.

  3. On the Sync Start Time page, select Re-Initialize All and Full and Address Book from the drop-down list. For instructions for the user accounts to re-initialize, see Re-initialize options.

  4. Save the CRM synchronization policy.

Applies to

  • Riva On-Premise for Exchange or IBM Notes.
  • Riva 2.4.23 or higher.

Article ID: 330
Last updated: 24 Oct, 2017
Revision: 7
Views: 10254
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