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Synchronization with Outlook

OroCRM Enterprise Edition supports data synchronization in the OroCRM and Outlook. Now, all the contacts, tasks and calendar events available for the user can be synchronized with the specified Outlook account and vice versa.

From this article you will learn how to configure and run synchronization, and see the workflow used for that.

Getting Started

Hardware Requirements

RAM

Minimum:

MS Outlook x86, x64 – 4GB

Recommended:

MS Outlook x86 – 4GB

MS Outlook x64 – 8GB

CPU

Minimum:

MS Outlook x86 – 1 GHz IA-32 processor

MS Outlook x64 – 1 GHz x86-64 processor

Recommended:

MS Outlook x86 – 2-3 GHz IA-32 processor (Dual Core)

MS Outlook x64 – 2-3 GHz x86-64 processor (Dual Core)

HDD

Available disk space – fully depends on the size of PST file you operate and other programs installed on your computer but we recommend at least 40GB of available disk space.

Disk average rotational latency

Minimum:

20 milliseconds

Recommended:

5 milliseconds

Software Requirements

OroCRM Enterprise version 1.6+

Outlook 2010+

Note

Please note that the following factors can influence the ORO CRM Outlook add-in performance

  • Email archiving
  • Antivirus
  • Mobile devices connected to the computer
  • Voice mail
  • Other programs or Outlook add-ins that create additional views or search folders

Add-in Setup

In order to enable data synchronization from OroCRM go to “My User” and click the link to download the add-in to integrate with your Outlook client.

Wait for download to finish and run the installation process.

System administrators can modify the add-in look:

  • Go to System → SYSTEM CONFIGURATION → Integrations → MS Outlook settings → MS Outlook Add-in
  • Modify the code to alter the add-in look.

In the example below, you can see the add-in default look:

Integration Settings on the OroCRM Side

You can configure the set of entities to be synchronized, synchronization direction, synchronization intervals and priority of the conflict resolution.

Go to System → SYSTEM CONFIGURATION → Integrations → MS Outlook settings → Integration Settings.

Setting Description Possible Values Default Value
Sync Direction The data synchronization direction
  • OroCRM to Outlook
  • Outlook to OroCRM
  • Biderectional
Biderectional
Conflict Resolution Conflict resolution strategy to be used if the same data has been changed in both Outlook and CRM
  • OroCRM always wins
  • Outlook always wins
OroCRM always wins
CRM Sync Interval (In Seconds) How often changes on the CRM side will be checked Any numeric value from 1 to 86399 120
Outlook Sync Interval (In Seconds) How often changes on Outlook side will be checked Any numeric value from 1 to 86399 30

Synchronization Settings on the OroCRM Side

Contacts, Tasks and Calendar Events”,”Records of the entity are synchronized if the box is checked”,”Yes or No”,” Yes”

Settings on the Outlook Side

Once you have installed the .msi file, the “OroCRM for Outlook” menu will appear in your Oultlook menu bar.

Choose “Settings”. The “OroCRM for Outlook Settings” window will emerge. The following fields are available

Name Description
OroCRM URL The Web address of your OroCRM instance. Mandatory field.
Ignore self-signed certificate Check this box to allow connection to secure servers that use self-signed certificates. We recommend to keep it checked at all times.
User Your Username as defined on the My user page of the OroCRM. Mandatory field.
API Key API Key as generated on the My user page of the OroCRM. Mandatory field.
Enable Sync
  • If the box is checked, synchronization is run automatically in the intervals defined in the OroCRM.
  • If the box is not checked, synchronization will start only after the user has clicked StartSyncNow button on the side panel
Show Alerts
  • If the box is checked, synchronization-related alerts (if any) will pop up in the bottom panel. For example:

  • If the box is not checked, alert will not appear in the bottom panel.

Mapped Fields

Values of the fields of an OroCRM and Outlook records are mapped as described below:

Contact Mapping

The following fields of an OroCRM Contact record are mapped to the following fields of the Outlook Contact Record.

OroCRM Field Outlook Field Note
First Name First Name If no First Name is defined in the Outlook record, the Last Name value is used for the both first name and last name in OroCRM.
Middle Name Middle Name  
Last Name Last Name If no Last Name is defined in the Outlook record, the First Name value is used for the both first name and last name in OroCRM.
Name Suffix Name Suffix  
Description Notes  
Email Email All the existing email addresses are mapped.
Phone Primary Phone Only the first OroCRM phone number is mapped.
Job Title Job Title  
Birthday Birthday  
Gender Gender  
Fax Fax  
Address of a Billing Type Business Address  
Address of a Shipping Type Home Address  
Address with no type defined Other Address  

Task Mapping

The following fields of an OroCRM Task record are mapped to the following fields of the Outlook Task Record.

OroCRM Field Outlook Field
Subject Subject
Priority Priority
Due Date Due Date

OroCRM statuses are mapped to Outlook as is:

OroCRM Task Status Outlook Task Status
In progress In progress
Closed Closed
Open Open

Outlook status not available in OroCRM are mapped as follows:

Outlook Task Status OroCRM Task Status
Not Started Open
Completed Closed
Waiting on someone else In progress
Deferred In Progress

Calendar Mapping

The following fields of an OroCRM Calendar Event record are mapped to the following fields of an Outlook Appointment.

OroCRM Field Outlook Field
Title Subject
Start Start time
End End time
All-Day Event All day event

Note

Only a calendar assigned to the specified user is mapped, regardless of access settings.

Invitations, received by the user are sent to Outlook as regular calendar event.

Synchronization Workflow

Synchronization Start

Synchronization will start automatically, or as soon as the user has clicked StartSyncNow button on the side panel, subject to the settings defined.

Identifying a Record

For every entity synchronized, there is also a key defined. The key is a set of field values used to identify an entity record. Fields of a key can be chosen subject to the specific company needs and defined at the back-end. The following keys are used by default:

Entity Key Fields
Contact First Name, Last Name, Gender and Birthday
Calendar Event Title(Subject), Start Time, End Time and whether it is an All-day event
Task Subject and Task Priority

Every contact, task and calendar event present in OroCRM has a unique ID. When the record is saved in Outlook, the ID value is saved from OroCRM in the OroCRM_id field.

Synchronization from OroCRM to Outlook

Synchronization is run in the same way for records of activities, tasks and calendar events:

All the records processed in OroCRM since the latest synchronization date and available to the user are checked:

  • If ID of an OroCRM record matches an OroCRM_id value of an Outlook record, the Outlook record is updated. (Values of all the mapped fields in Outlook are overwritten with corresponding values from OroCRM).
  • If ID of an OroCRM record does not match OroCRM_id of any Outlook records, their keys are checked against fields of Outlook records with empty the OroCRM_id field.
    • As soon as an Outlook record with empty OroCRM_id and matching key is found, it is updated from OroCRM and the ID value is saved from OroCRM into the OroCRM_id field of the Outlook record.
    • If no Outlook record with empty OroCRM_id and matching key is found, a new record is created in Outlook.

Note

During the first synchronization or resynchronization, all the Outlook records with a non-empty the OroCRM_id field are deleted first, and then OroCRM record keys are checked for all of them.

If Then
Such record already exists in Outlook. Values of the mapped fields of the OroCRM record replace corresponding values for the Outlook record.
A record doesn’t yet exist in Outlook. OroCRM creates the record in Outlook.
Multiple matching records exist in Outlook. OroCRM updates one of them.
You’ve updated a record in OroCRM. Values of the mapped fields of the OroCRM record replace corresponding values for the Outlook record.
You’ve updated a record in Outlook. The updates remain in the Outlook record, but won’t sync to the OroCRM.
You’ve deleted a record in Outlook. OroCRM creates the record again.
You’ve deleted a record in OroCRM. The record stays in Outlook with no changes.

Synchronization from Outlook to OroCRM

All the records processed in Outlook since the latest synchronization date and available to the user are loaded:

  • If the OroCRM_id field of a record is empty, a new record is created in OroCRM
  • If the OroCRM_id field is defined and
    • if this is the first synchronization or resynchronization, the record is deleted
    • otherwise, the OroCRM_id is checked against ID values of the records in OroCRM:
      • if a record with the matching ID is found in OroCRM, it is updated with data from Outlook
      • if a record with a matching ID is absent in OroCRM, it is deleted from Outlook
If Then
Such record (record with such id) already exists in OroCRM. Values of the mapped fields of the Outlook record replace corresponding values for the OroCRM record.
A record doesn’t yet exist in OroCRM. A new record is created in OroCRM.
You’ve updated a record in OroCRM. Values of the mapped fields of the Outlook record replace corresponding values of the OroCRM record.
You’ve updated a record in Outlook. Values of the mapped fields of the Outlook record replace corresponding values of the OroCRM record.
You’ve deleted a record in Outlook. The record stay in OroCRM.
You’ve deleted a record in OroCRM. The record are deleted from Outlook.

Bidirectional Synchronization

For Bidirectional synchronization, synchronization from OroCRM to Outlook is performed first and followed by synchronization from Outlook to OroCRM.

If Then
A record exists in both OroCRM and Outlook. Values of the mapped fields of the OroCRM record replace corresponding values for the Outlook record.
A record doesn’t yet exist in OroCRM. A new record is created in OroCRM.
A record doesn’t yet exist in Outlook. A new record is created in Outlook.
You’ve updated a record in OroCRM. Values of the mapped fields of the OroCRM record replace corresponding values of the Outlook record.
You’ve updated a record in Outlook. Values of the mapped fields of the Outlook record replace corresponding values of the OroCRM record.
You’ve updated a record in the both OroCRM and Outlook. Subject to your conflict resolution settings.
You’ve deleted a record in Outlook. The record stay in OroCRM and are be added to Outlook.
You’ve deleted a record in OroCRM. The record are be deleted from Outlook as well.
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