Implicit for Flywheel - Installation and Configuration Guide
Flywheel's Outlook, Exchange, and Office 365 connector is powered by Implicit, a worldwide leader in Outlook-based integration solutions.
Flywheel's Outlook/Exchange connector synchronizes email, contacts, calendars and tasks between Flywheel and Microsoft Exchange users' mailboxes regardless if the user has Outlook open. Flywheel's Outlook/Exchange connector does not require anything to be installed on the user's PC.
The software consists of a Microsoft Windows system service that runs as a background process and performs the synchronization and a configuration tool to allow Exchange/IT administrators to configure the software.
1.2 Solution Architecture
The following diagram describes the overall architecture of this solution:
Implicit for Flywheel supports multiple configurations:
- Microsoft Exchange can be either on premise or hosted
- FrontEnd Server – A single or multiple server depending on require scalability
1.3 Implicit Scalable Architecture
Implicit for Flywheel offers a highly scalable architecture. The basic configuration consists of a single server where all the services are installed: configuration server, SQL database and a synchronization server. Depending on the number of users and amount of data to synchronize, the architecture can scale up to multiple servers.
2.1 Preparing for the installation
Before you install Implicit FrontEnd for SugarCRM - Exchange (“Sync Gateway”) installation, please make of the following:
- Your Exchange Server version and the machine you are installing the Sync Gateway are supported. See section 2.4 for supported platforms.
- The Exchange service account you will be using for Sync Gateway has been granted Impersonation privileges or Delegate Access permissions so that it can use Exchange Web Services (EWS) client applications to access other users' mailboxes. See section 2.2 on how to configure impersonation privileges or delegate access permissions.
2.2 Supported Platforms
- Supported Microsoft Exchange Versions: Exchange 2007, Exchange 2010, Exchange 2013/2016, Office 365
- Supported Operating Systems: Microsoft Windows Vista, Windows 7, Windows 8, Windows Server 2008/2012
2.3 Assigning Impersonation Privileges to the Exchange Service Account
Detailed step-by-step instructions on setting up Impersonation are located here, or by copying the link below:
2.4 Optional: Setting up Master Exchange Categories
To allow users to manually select which Exchange data will be synchronized with the CRM, you can create global Exchange categories which would be visible via Outlook to all users. This configuration can be as simple as a single category e.g.: “CRM” which is just a global switch that be can be used to mark items (emails, contacts, appointment/meetings and tasks) for synchronization or you can create multiple categories such as clients, accounts, opportunities etc.
2.5 Installing the Pre-Requisites Components
Before installing the Sync Gateway, the installer will check the desktop for required components and install/upgrade any missing component:
- .Net Framework 4.6
- Microsoft Sync Framework 2.0 Core Components
- Microsoft Sync Framework 2.0 Provider Services
- Microsoft SQL Compact Edition 4.0
2.6 Installing Implicit FrontEnd for Exchange
If you are installing the Exchange Sync Gateway on a single server, select "Primary Server" installation.
Otherwise, If you are installing on a server farm and you have already installed the primary server, select "Secondary server" to install one or more secondary servers.
Click Next to continue. You will be prompted to select the installation folder. By default the installation folder will be set to: \Program Files\Implicit\Implicit FrontEndFlywheelExchange. Choose Browse to select a different folder. Then click 'Next'.
Next, the installer will be prompt you to confirm the installation and start copying the files:
Upon completion of the installation, the installer automatically starts the gateways synchronization service.
3. Configuring Implicit FrontEnd for Flywheel - Exchange
3.1 Activating License
Upon launching the configuration tool for the first time, you will be prompted to enter a license key:
You can repeat the process any time you need to upgrade the license (e.g. add additional users).
3.2 Configuring Servers
- User ID / Password - Specify the Flywheel admin account
Microsoft Exchange Server
- Enter the URL to your server Web Services page. This is typically constructed as follows:
- Domain - Enter domain name
- User ID/Password - Name/Password of the service account with Exchange Impersonation / Delegate Access permissions (See Setting up Exchange Service Account)
- Access Method: Impersonation or Delegated Access (Impersonation recommended)
Note: If you are evaluating / testing this tool for the first time, we highly recommend that you start by setting a test mailbox (or your own mailbox) both as the 'Service Account' and as the user account (Configuring User Accounts). This way you can test all the functionality on a test mailbox that does not require impersonation privileges. After you test all the functionality with the test mailbox, ask your Exchange administrator to create an account that has impersonation privileges to login and synchronize data on behalf of those Exchange users that would be participating in the synchronization service (Setting up Exchange Service Account).
3.3 Configuring General Synchronization Options
To configure general synchronization options, click the Sync tab:
The configurable parameters include:
- Run synchronization every N minutes - The checkbox turns on/off the actual synchronization. Un-checking the checkbox will put Sync Gateway on hold
- User Accounts - See Configuring User Accounts
- Synchronization priority - Select which entity should have priority in case a conflict is detected and the same item has modified on both Exchange and Flywheel
- Removal option - Check the boxes if you allow deleted items on Exchange to be removed from CRM and vice versa
- Log file - Should be used for troubleshooting purposes
- Stop/Start service - You may stop and start Implicit Synchronization system service from within the configuration tool
3.4 Configuring User Accounts
Click the button to select which user mailboxes will take part in the synchronization:
To select user accounts, click "Add" to manually select user from Active Directory user list or "Import" to import users from a CSV file.
Each user account is composed of:
- Exchange Mailbox Name
- SMTP Email Address
- CRM user ID
To add user accounts click "Add":
You can also import user list from a CSV file. Each lie in the CSV should be formatted as follows:
<Mailbox Name1>,<Exchange Email Address1>,<Flywheel User ID1>
<Mailbox Name2>,<Exchange Email Address2>,<Flywheel User ID2>
<Mailbox Name3>,<Exchange Email Address3>,<Flywheel User ID3>
Note: When you add users, each Exchange mailbox that you add will consume one user license. When you remove Exchange mailbox you will free one user license per mailbox.
3.5 Configuring Email Archiving
3.5.1 Email Archiving Settings
You may configure which emails should be archived:
- Archive / Do not archive email to Flywheel - Turn on/off email archive functionality
- Incoming Email - Turn on email archive of incoming email
- Outgoing Email - Turn on email archive of outgoing email
- Emails associated with Exchange Master Category List - Specify a list of global categories to be used for marking emails for archiving (see Setting up Master Exchange Categories)
- Emails that meet specified Rules - Select this option to define specific rules as described in the next section.
- Archive Attachments - Turn on attachments archive
- Attachments Size - Archive only attachments that are smaller than a specified size limit
- Attachments Type - Archive attachments of certain file types only (comma delimited list of file extensions)
3.5.2 Email Archiving Rules Engine
Similar to Outlook's native rules engine, you can define different rules for email archiving:
You can create new rules, modify, enable/disable or delete them.
Under Rule Description you can see a summary of the rule: From/To, subject contains, and the CRM to which FrontEnd should archive the email.
A rule consists of the following:
- Rule Name - Assign any name which is meaningful to you
- Action - 'Archive Email'
- Apply To - Choose to apply to received emails, sent emails or both
- From - The email address from which the email was received from or sent from. The following options are available:
- Any Contact - Select 'Any Contact' if you would like to create a rule that applies to emails from/to any CRM contact
- Any Lead - Select 'Any Lead' if you would like to create a rule that applies to emails from/to any CRM lead
- Specify Email Address(es) - Specify a comma delimited list of email addresses
- To/CC - The email address to which the email was sent to. Same options as described above
- Subject Contains - Rules based on words or phrases in the email subject. The following options are available:
- Any Case - Select this option to automatically archive all emails to their corresponding case records if you are using a standard form of subject line in all your communication related to support cases. For Example, if all emails contain in their subject line a string such as 'Case: NNNN' where NNNN is a case number. In this case FrontEnd will check at run time if the email subject contains such a string and if NNNN is a valid case number and will archive the email to the case. You can edit the text to match it to your own format.
- Specify Text - Specify the text string to search for (anywhere in subject)
- Select CRM Record - You have two options:
- Archive the email to all recipients and their respective accounts - In this case the records will be determined at run-time based on the email addresses of the recipients (if they are found as CRM contacts/leads and their parent accounts
- Archive to a specific record that is determined at the time of creating/editing the rule
3.6 Configuring Contacts Synchronization
You may configure which contacts should be synchronized:
- Synchronize / Do not synchronize contacts - Turn on/off contacts synchronization
- Flywheel Contacts to Exchange - Synchronize contacts from CRM to Exchange
- Exchange Contacts to Flywheel - Synchronize contacts from Exchange to CRM
- All Contacts in the contacts folder - Synchronize all contacts in the selected Exchange folder (The folder is specified on the Folders tab)
- Contacts associated with Exchange Master Category List - Specify a list of global categories to be used for marking contacts for synchronization (see Setting up Master Exchange Categories)
You may also select which contacts should be synchronized from Flywheel to Exchange upon the initial synchronization cycle. Only contacts that have been created or modified after the specified date will be synced.
3.7 Configuring Calendars Synchronization
You may configure which appointments/meetings should be synchronized:
- Synchronize / Do not synchronize calendars - Turn on/off calendars synchronization
- Flywheel calendars to Exchange - Synchronize calendars from CRM to Exchange
- Exchange calendars to Flywheel - Synchronize calendars from Exchange to CRM
- All appointments/meetings in the calendar - Synchronize all calendar events in the selected Exchange calendar (The folder is specified on the Folders tab)
- Appointments/meetings associated with Exchange Master Category List - Specify a list of global categories to be used for marking calendar events for synchronization (see Setting up Master Exchange Categories)
- All meetings associated with Flywheel contacts / leads - Select this option to synchronize meetings with Flywheel contacts / leads as attendees
3.8 Configuring Tasks Synchronization
You may configure which tasks should be synchronized:
- Synchronize / Do not synchronize tasks - Turn on/off tasks synchronization
- Flywheel tasks to Exchange - Synchronize tasks from CRM to Exchange
- Exchange tasks to Flywheel - Synchronize tasks from Exchange to CRM
- All tasks in the folder - Synchronize all tasks in the selected Exchange folder (The folder is specified on the Folders tab)
- Tasks associated with Exchange Master Category List - Specify a list of global categories to be used for marking tasks for synchronization (see Setting up Master Exchange Categories)
- Tasks linked to Flywheel contacts / leads - Select this option to synchronize tasks which are associated in Outlook with Flywheel contacts / leads
3.9 Configuring Folders
This tab allows you to specify the path for each type of folder under the Exchange mailbox. This is useful if you're not synchronizing to the native Exchange mailbox folders: Inbox, Sent Items, Contacts, Calendar and Tasks. Otherwise leave them empty.
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