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Architecture Components That Siebel CRM Desktop Uses

Figure 2 illustrates the major architectural components that Siebel CRM Desktop uses. For more information, see Siebel Deployment Planning Guide.

Figure 2. Architecture Components That Siebel CRM Desktop Uses

Siebel CRM Desktop uses the following components:

1. Synchronization Engine. Starts the synchronization process. Determines the changes that Siebel CRM Desktop requires to synchronize between the client and the Siebel Server, as determined by the differences between the data sets that are available in each system. To get information from the Siebel Server, submits requests to the connector and then, to determine the required data changes, processes the replies. Works with the Microsoft Outlook connector to make the necessary data changes in the data storage in Microsoft Outlook.
2. Siebel Connector. Connects the personal information manager (PIM) client to the Siebel Server. Submits requests and receives replies and works with the Synchronization Engine. The connector interfaces with the Siebel Server through the Web service infrastructure.
3. SWSE (Siebel Web Server Extension). Brokers requests from the Siebel Connector to the Siebel Server.
4. Client Connector. Provides the Synchronization Engine with access to the data storage in Microsoft Outlook. Supports queries, inserts, updates, and deletes of data in this data storage.

Overview of How Siebel CRM Desktop Synchronizes Data

To synchronize data between Microsoft Outlook and the Siebel Server, Siebel CRM Desktop uses a process that the client controls. Once installed, the client initializes the Siebel CRM data that is available in Microsoft Outlook through the initial synchronization. An incremental synchronization synchronizes subsequent changes that occur in Microsoft Outlook or on the Siebel Server.

To make Siebel CRM data available in Microsoft Outlook, the Siebel CRM Desktop user must perform the initial synchronization with the Siebel Server. First Run Assistant is a wizard that guides the user through the setup of the Siebel CRM Desktop application in Microsoft Outlook. It displays when the user starts Microsoft Outlook for the first time after you install the Siebel CRM Desktop add-in. It starts the initial synchronization.

While using the First Run Assistant, the user can choose among several preferences, and then start the initial synchronization. Siebel CRM Desktop does the following work:

1. Connects Microsoft Outlook to the Siebel Server and authenticates the user.
2. Performs a check to determine the configuration to which the user possesses access. An association with a responsibility that is in turn associated with a customization package determines this access. For more information, see Relationships Between Users, Responsibilities, Customization Packages, and Metadata Files.
3. Downloads and applies the configuration.
4. Synchronizes the appropriate data. The connector configuration, synchronization mappings, visibility rules, default internal filters, and default user filters determine this synchronization.

For more information, see How Siebel CRM Desktop Synchronizes Data Between the Client and the Siebel Server.

About Web Service Usage During Synchronization

A component of the Synchronization Engine that you deploy to the client supports synchronization. This component connects to the Siebel Server through the Web service infrastructure. Web services provide access to synchronization for metadata and synchronization for Siebel CRM data. Siebel CRM Desktop provides access to individual objects through the standard Siebel EAI repository objects, such as integration objects and integration components. These objects acquire data through their relations with business objects and business components.

How Siebel CRM Desktop Uses the Microsoft Exchange Server

Figure 3 illustrates how Siebel CRM Desktop uses the Microsoft Exchange Server.

Figure 3. How Siebel CRM Desktop Uses the Microsoft Exchange Server

Siebel CRM Desktop uses the Microsoft Exchange Server in the following ways:

1. You install Siebel CRM Desktop as a COM add-in Microsoft Outlook on the client computer.
2. If the user uses a POP3 email account, then Siebel CRM Desktop accesses a Microsoft Outlook Personal Folders (.pst) file.
3. If the user uses an Exchange Server email account in cached mode, then Siebel CRM Desktop accesses an Offline Storage (.ost) file. It synchronizes Siebel CRM data between Siebel CRM Desktop and the Siebel Server. It stores this data in the.ost file. Microsoft Outlook synchronizes data in the .ost file to the Exchange Server.
4. Siebel CRM Desktop does not interfere with communication between Microsoft Outlook and the Microsoft Exchange Server. Microsoft Outlook synchronizes with the Microsoft Exchange Server just as it does if you do not install Siebel CRM Desktop.

Siebel CRM Desktop does not support an Exchange Server email account that is not cached.

To install and use Siebel CRM Desktop, it is not necessary for you to customize the Microsoft Exchange Server or acquire permissions to access it.

How Siebel CRM Desktop Displays Data in Microsoft Outlook

Siebel CRM Desktop stores Siebel CRM data in files that are native to Microsoft Outlook. It stores this data in one of the following files depending on the data file that the user sets as the default email delivery location in the Microsoft Outlook profile in which you install Siebel CRM Desktop:

• A Microsoft Exchange folder file (.ost file) that is offline and cached
• A personal folders file (.pst file)

Microsoft Outlook data is data that is created in the native Microsoft Outlook application. Examples include an appointment or task. Siebel CRM data is data that can include the following items:

• Business data that the user creates in the CRM Desktop add-in
• Data that a user creates in the client of a Siebel application, such as Siebel Call Center
• Data that resides in the Siebel database on the Siebel Server

Examples of Siebel CRM data include an opportunity, account, or activity. Because Siebel CRM Desktop uses native Microsoft Outlook data files, Microsoft Outlook displays Siebel CRM data through native Microsoft Outlook user interface elements, such as lists and forms. Microsoft Outlook can display this data simultaneously with other Microsoft Outlook data while using the same user interface concept, such as a mailbox folder. The Siebel CRM Desktop user can choose a folder that displays Siebel CRM data, and can also view Microsoft Outlook data in an Microsoft Outlook list view.

Siebel CRM Desktop displays Siebel CRM data in the following contexts:

• Microsoft Outlook forms, which are extensions to Microsoft Outlook calendar, contact, email, and tasks.
• Microsoft Outlook items, such as the details of an account or opportunity that is associated with a Microsoft Outlook appointment that is shared with Siebel CRM Desktop.

When disconnected from the Siebel Server, the user interacts with data that the user can access locally in Microsoft Outlook.