TE 003 Integrating Sage CRM with Lotus Notes

TE 003 Integrating Sage CRM with Lotus Notes Robert Tan

Sage CRM Mail Application Integration • Choice • Greater control over the particular technology used to support the customer solution – Exchange and Outlook Integration – Lotus Domino and Notes Integration

Overview • Enables users to stay within the Lotus environment while still contributing to (and accessing) the centralized CRM database • Lotus User Replication • 2 way Calendar Synchronization • CRM/Lotus Synchronization occurs directly between the Domino server and the CRM server, no user interaction is required • The latest CRM/Lotus Synchronization version is 5. 0.

Terminology Appointment: • In Lotus a person creates an appointment for themselves, and cannot invite others. • In CRM an appointment is anything to which more than one user is invited. An appointment can have an action type of meeting; but it may also have may other action types including email out, or fax in. An appointment can be thought of as a collaborative task. Meeting: • In Lotus a person creates a meeting for themselves, and can invite others. Task: • A task in CRM is created for one person. It is not collaborative.

Architecture Overview • Custom Service Server • Service on Lotus Domino server, polls the Lotus Domino application and the CRM application. • Logs onto CRM and retrieves any Appointments that have been created or updated by those users who are enabled for Lotus synchronization. The calendar items are then created, updated, or deleted on the Lotus Domino server. • Following this, the service retrieves any Meetings, Appointments, or To Do items that have been created, updated, or deleted on the Lotus Domino server and sends them to the CRM server. Once this happens, the Appointments are created or updated in CRM.

Advanced Information • Domino Default User • Using Strip User strings • Trouble Shooting

Troubleshooting • TESTLOGONTOLOTUS. JS – Edit and enter user name and password – Tests if correct dlls have been registered and users are correctly enabled to logon to domino via script • TESTXML. JS – Test if xlmparser is correctly installed and registered

Miscellaneous • Language – Works on Localised Microsoft Windows • Conflict resolution is internal to the ewarecss service, and whichever changes are most recent on the service wins. Because of this, the polling interval should be set to once every 60 seconds at least.