crm-now/ps · [associate with vtiger crm] button. if you work with windows xp, sp2, a window will...

crm-now/PS

Manual For The Outlook Plugin

First Edition

crm-now/PS: Manual For The Outlook PluginCopyright © 2006 crm-now

Revision HistoryRevision 01 2006-10-26

Release Version

crm-now c/o im-netz Neue Medien GmbH, www.crm-now.com

Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks.Where those designations appear in this book, and crm-now was aware of a trademark claim, the designations havebeen printed in caps or initial caps. While every precaution has been taken in the preparation of this book, the publisherassumes no responsibility for errors or omissions, or for damages resulting from the use of the information containedherein.

crm-now makes no warranty for the use of crm-now/PS system and assumes no responsibility for any errors which mayappear in this document nor does it make a commitment to update the information contained herein.

Manual ID: 512-005-01

Table of ContentsChapter 1. About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1.1. The Structure Of The Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11.2. Installing And Uninstalling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1.2.1. System Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11.2.2. Installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21.2.3. Uninstalling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31.2.4. Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1.3. Working With The Plugin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41.3.1. Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41.3.2. Transfer E-Mails To The CRM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41.3.3. Synchronizing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.3.4. Synchronizing Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71.3.5. Synchronizing Calendar Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Chapter 2. Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.1. Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.2. Known Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Chapter 3. Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

crm-now/PS

Manual For The Outlook Plugin v

vi Manual For The Outlook Plugin

Chapter 1. About This ManualThis manual describes how you can install the Outlook Plugin for the crm-now/PS System andhow you can work with it. Using the Outlook Plugin, you can perform the following tasks betweenthe MS Outlook Mailclient and the CRM system:

• Transfer e-mail messages from MS Outlook to the crm-now/PS system

• Synchronizing contacts

• Synchronizing tasks

• Synchronizing calendar entries

The software described in this manual is provided within the scope of Open Source licensingand must be used in accordance with these conditions. This manual addresses users who arefamiliar with the basic functions of the CRM system.

Version and edition of the manual

You can find the version of the edition on page two of this manual. The first three digits identifythe document whereas the subsequent three digits represent the version number. The versionnumber will be increased in each new release of the software. The last digit indicates the editionwithin a software version.

1.1. The Structure Of The Manual

This manual is divided into following parts:

• Installing and uninstalling

• Working with the plugin

• Troubleshooting tips

It is not necessary to read the entire manual in order to work with the software. We will explainhow you can configure the system to fit to your needs and how to use it effectively. The aim ofthis manual is to bring together the knowledge about the functions and features of the software.The document has a clear structure, starting with the basics and getting in more details as youmove ahead. In addition, references to other useful resources are provided.

1.2. Installing And Uninstalling

Download the program. You can find the file under the [Help] tab of your CRM system.

1.2.1. System Requirements

The Outlook Plugin will be installed on your computer. In order to work with the software prop-

crm-now/PS

Manual For The Outlook Plugin 1

erly, your computer must fulfill the following system requirements:

• Operating System: Windows XP, SP2

• Installed Software: Outlook 2003

• Processor: x486

• Available Disk Space: 10 MB

• Available RAM: 256 MB

The following preparations must be done before installing the software:

• You must have administration privileges on your computer.

• You have to know the Outlook login information of your crm-now/PS server. These login de-tails consist of a web address (URL), the user name, and the password.

• You should have an internet connection using DSL.

• You should stop all running programs before starting the installation.

Important

The Outlook login details for your crm-now/PS server include an URL. This URL differsfrom the URL you use to access the CRM system. Please contact crm-now in order to ob-tain the Outlook access URL.

1.2.2. Installing

The program for the Outlook Plugin can be downloaded under the [Help] tab of your CRM sys-tem.

Please follow these steps for installation:

Procedure:

1. Search for the Outlook-Plugin on your computer.

2. Start the program.

3. Follow the instructions in order to install the software.

4. Reboot your computer.

Tip

The installation can take a few minutes.

After successfully installing the Outlook Plugin, you can find new buttons in Outlook for e-mails(Associate With vtigerCRM), contacts (Sync Contacts), tasks (Sync Tasks), and calendar (Sync

Chapter 1. About This Manual

2 Manual For The Outlook Plugin

Calendar).

1.2.3. Uninstalling

To uninstall the Outlook Plugin, please follow the steps:

Procedure:

1. Stop Outlook.

2. Open the Software directory under the Windows control panel.

3. Search for "vtiger CRM Outlook Plug-in" and click [Remove].

4. Restart your computer.

Tip

The uninstalling process can take a few minutes.

1.2.4. Configuration

After successfully installing the Outlook Plugin, you have to configure the program. While config-uring, you need your crm-now/PS login details.

The following steps are necessary:

1. Start MS Outlook.

2. Select [Login] under the new vtigerCRM menu. Please insert the Outlook login details toaccess your CRM system:

• User Name: Please insert the username of your crm-now/PS system.

• Password: Please insert the password of your crm-now/PS system.

• vtiger URL: Please insert the URL for your access to the crm-now/PS system.

• Remember Me: The plugin recognizes you if this checkbox is activated.

Note

It depends on your Outlook version if you are asked to login after restarting theprogram. The Remember Me function makes sure that your login details arestored.

3. Click [Login] and your login details will be transferred.



1.3. Working With The Plugin

1.3.1. Preferences

During synchronization - which will be described in Chapters 3.3 up to 3.5 - conflicts may occur.For instance, informations about a certain task may be different in Outlook and the CRM. Havingthe Preferences, the plugin offers you a comfortable possibility to deal with conflicts. In addition,the Preferences help you to choose the relevant Outlook folders for synchronization. You canfind the Preferences in the vtigerCRM menu. Here, you can:

Select Outlook folder for synchronization:In the first field, you can choose the Outlook folder for the synchronization of contacts. Clickon the nameless button on the right, and your Outlook folder structure will be displayed. Inthe second field, you can choose the Outlook folder for the synchronization of tasks whereasin the third field, you may choose the Outlook folder for the synchronization of calendar en-tries.

Adjust settings for conflict treatment:The plugin informs you about conflicts while synchronizing if Notify when conflict occurs isactivated. If you activate Microsoft Outlook Wins, the respective Outlook entry will be seenas dominant by the plugin, and the corresponding CRM entry will be overwritten. vtigerCRMWins means that the CRM entry is seen as dominant. Click Show conflict resolution dia-log and the plugin offers you a dialog in order to deal with the conflict.

1.3.2. Transfer E-Mails To The CRM

Each e-mail which is stored in Outlook may be transferred to the CRM and can be linked to acontact.

In order to transfer an e-mail to the crm-now/PS system, select the e-mail of choice and click the[Associate With vtiger CRM] button. If you work with Windows XP, SP2, a window will pop up.

This window is a security announcement by Outlook. It says that the plugin is accessing storede-mail addresses. If you are willing to grant access, you have to set a time window. Then clickYes.

Another window, as shown in Figure: Contact Selection For E-Mails will pop up.



Figure 1.1. Contact Selection For E-Mails

In This window, you may:

• Determine the transfer destination in the CRM under the Contacts tab.

• View and edit your e-mail under the Edit Message tab. For instance, this is useful if youdon't want to store the entire message in the CRM.

• List the attachments of the respective e-mail under the the Attachments tab.

Note

Please note that only attachments with a size less than 700 kB may be uploaded. TheCRM system won't examine attachments which means that it's up to you to make surethat no viruses, worms or other harmful files are saved in the CRM. However, thoughthose infected files may harm your computer, they mean no danger to the CRM.

In order to determine the right destination in the CRM, the plugin supports you with a set of pos-sibilities. The CRM system searches independently for available contacts within the CRM. Thelist underneath of Select a Contact to Associate with Current Message diplays all contactswhose e-mail address can be related to the respective message. The list is empty if the CRM isnot able to find a related contact.

You have the possibility to search for another contact by entering another e-mail address underSearch for Contacts in vtiger CRM. Then click the [Search in vtigerCRM] button. If the field isempty, the plugin lists all contacts which are assigned to the user logged in.

Having found the desired contact, click the [Add to vtiger CRM] button and the e-mail will betransferred tot he CRM. The message Successfully Added to vtigerCRM informs you about asuccessful transmission.

You can find the e-mail under the E-Mail tab in the detail view of the respective contact.



Tip

You may use the "%"-sign as wildcard which means you can use incomplete e-mail ad-dresses and the plugin lists related addresses. For instance, using "%@crm-now.de"' asan e-mail address, all contacts with the domain "crm-now.de" in the e-mail address will belisted. If you use the "%"-sign alone, all contacts will be shown.

1.3.3. Synchronizing Contacts

Synchronizing means the comparison of data. Customer-related contacts of Outlook and theCRM are compared and transferred from one system to the other if necessery. In addition, in-consistent data can be corrected and redundant entries may be deleted.

Tip

It is useful to gather all contacts which are to be synchronized in a special category. Readthe Outlook manual for further information on that topic.

Procedure:

1. Start Outlook and open the folder Contacts.

2. Click the new Outlook button [Sync Contacts].

3. Grant access to the stored data.

The contact entries of the CRM and Outlook are compared and a dialog as shown in Figure:Synchronization Results I will pop up.

Figure 1.2. Synchronization Results I

• By clicking the [View Details] button, you can see all details of the contacts to be synchro-



nized. A window as shown in Figure: Contact Details will pop up. Thus, you can control theinformation of the contacts which are synchronized.

Figure 1.3. Contact Details

Warning

Deleted contacts remain invisible within the CRM! As a result, those contacts are deletedin Outlook during the next synchronization. You can prevent unwanted deletion by copy-ing your Outlook contacts and save them in another folder.

1.3.4. Synchronizing Tasks

Tasks stored in Outlook and in the CRM are compared and transferred from one system to theother if necessary. In addition, inconsistent data can be corrected and redundant entries may bedeleted.

Tip


Procedure:

1. Start Outlook and open the folder Tasks.

2. Select the tasks to be synchronized.

3. Click the new Outlook button [Sync Tasks].



4. Choose the desired category.

5. In the window popped up, click [Synchronize].

Warning

If you haven't chosen a category, all contacts are subject to synchronization.

If it's the first time you synchronize tasks, the following procedure is recommended:

• Label all tasks which are to be synchronized and gather them in a special category.

• Choose Notify when conflict occurs in the vtigerCRM -> Preferences menu. For furtherinformation, please refer to Chapter: Preferences. The CRM and Outlook entries are com-pared and the dialog shown in Figure: Synchronization Results II pops up.

Figure 1.4. Synchronisation Results II

• By clicking the [View Details] button, you can see all details of the tasks to be synchronized.A window as shown in Figure: Task Details pops up. All tasks are listed in the window. Thus,you can control the information of the tasks which are synchronized.



Figure 1.5. Task Details

Tip

Tasks linked to contacts may not be synchronized.

1.3.5. Synchronizing Calendar Entries

Calendar entries stored in Outlook and in the CRM are compared and transferred from one sys-tem to the other if necessary. In addition, inconsistent data can be corrected and redundant en-tries may be deleted.

Tip


Procedure:

1. Start Outlook and open the Calendar folder.

2. Select the desired calendar entries.

3. Click the new Outlook button [Sync Calendar to vtigerCRM].

If it's the first time you synchronize calendar entries, the following procedure is recommended:



• Label all entries which are to be synchronized and gather them in a special category.

• Choose Notify when conflict occurs in the vtigerCRM -> Preferences menu. For furtherinformation, please refer to Chapter: Preferences. The calendar entries of the CRM and Out-look are compared and the dialog shown in Figure: Synchronization Results III pops up.

Figure 1.6. Synchronization Results III

• By clicking the [View Details] button, you can see all details of the calendar entries to besynchronized. A window as shown in Figure: Calendar Details pops up. All entries are listedin the window. Thus, you can control the information of the entries which are synchronized.

Figure 1.7. Calendar Details



Chapter 2. Troubleshooting Tips

2.1. Solutions

Table 2.1. Error Messages During Synchronisation

Problem Solution

The message Could not send soap requeststo vtiger CRM is displayed.

Please check your login details as described inChapter: Configuration.

2.2. Known Issues

The following issues are known and should be removed by the next release:

• While synchronizing contacts, the first letter of the first name will be converted into a capitalletter.

crm-now/PS


Chapter 3. SupportThe crm-now team will support you working on the CRM system and the webforms. If you havequestions, hints or wishes, feel free to send an e-mail to:

[email protected]

You can contact crm-now under the following address:

crm-now

c/o im netz neue medien GmbH

Am Borsigturm 46

15307 Berlin

www.crm-now.de

Telefon: +49 (0)30 451-1000

crm-now/PS


crm-now/ps · [associate with vtiger crm] button. if you work with windows xp, sp2, a window will...

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