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Adding Emails from Microsoft Outlook and Lotus Notes

Oracle Outlook Email Integration On Demand (the Outlook Email Integration client) and Oracle Notes Email Integration On Demand (the Notes Email Integration client) are modules that allow you to add emails from Microsoft Outlook and from Lotus Notes to Oracle CRM On Demand. Those emails become a history of all your account interactions, and are available to the entire sales team.

When you add emails to the application (either already received or outgoing emails), you can:

  • Add the email as a task record (a completed activity) linked to Account, Contact, Lead, Opportunity, or Service records in Oracle CRM On Demand
  • Add the email recipients as Contacts, Leads, Opportunities, or Service Requests to Oracle CRM On Demand
  • Create follow-up tasks or appointments from the emails in Oracle CRM On Demand
  • Update Oracle CRM On Demand records directly from Outlook or Notes, including new email addresses
  • Search Oracle CRM On Demand to find addressee information (the Outlook Email Integration client only)

To use the Outlook Email Integration client or the Notes Email Integration client, install it on your laptop or desktop computer.

NOTE: To use the Outlook Email Integration client or the Notes Email Integration client, you must have the Outlook/Notes Email Integration Access privilege in your user role.

Installing Oracle Outlook Email Integration On Demand

To install the Outlook Email Integration client, you download and run a setup program that runs an InstallShield wizard. The wizard creates an Outlook plug-in that adds the following icons or labels to the Outlook toolbar:

  • Add to CRM On Demand. This appears in the Inbox toolbar.
  • Send & Add to CRM On Demand. This appears in the Message window toolbar.
  • CRM On Demand Find. This icon appears in the Message window toolbar.

Before you begin the Outlook Email Integration client installation:

  • Make sure your computer meets the system requirements specified for Oracle Outlook Email Integration On Demand in Oracle CRM On Demand. For information on how to check the system requirements, see Working with Other Applications.
  • If you are using Microsoft Outlook 2003, make sure Microsoft Word is not selected as your email editor. To verify that, click Tools in the Outlook menu bar and select Options. Under the Mail Format tab, clear the check box for this field: Use Microsoft Word to edit email messages.

To install the Outlook Email Integration client

  1. Exit Microsoft Outlook, and close all its open windows.
  2. Sign in to Oracle CRM On Demand.
  3. Click the My Setup link at the top of any page.
  4. On the Personal Homepage, click the Data & Integration Tools link.
  5. On the Data & Integration Tools page, click the Oracle Outlook Email Integration On Demand link.
  6. On the Oracle Outlook Email Integration On Demand page, read the information, and then click the Download Oracle Outlook Email Integration On Demand link.
  7. On the second Oracle Outlook Email Integration On Demand page, read the additional information and click the Download Oracle Outlook Email Integration On Demand link.
  8. In the window, you can:
    • Click Save to copy the Oracle_OEI_OnDemand.exe file to your hard drive to install while you are offline. (Recommended)
    • Click Run to begin the installation. You need to stay connected to the Internet to continue with the installation.
  9. Follow the instructions to complete the installation.

Installing Oracle Notes Email Integration On Demand

Integrating Lotus Notes Email with Oracle CRM On Demand is a two-step process:

  • Modifying the Lotus Notes Template
  • Installing the Notes Email Integration client on the user's computer

Modifying the Lotus Notes Template

The Lotus Notes template is modified at the corporate level by your Lotus Notes administrator to expose the necessary code and UI elements that provide the interface with the Notes Email Integration client.

The following procedure describes how to download the Oracle Notes Email Integration On Demand files.

To download the Oracle Notes Email Integration On Demand files

  1. Click the Training and Support link in the upper-right corner of any page, and sign in to My Oracle Support.

    If you already have an Oracle.com account, you can sign in to My Oracle Support without registering. If you do not have an Oracle.com account, you must register as a new user.

  2. In the My Oracle Support page, click the Downloads link, and then click the link to download the Oracle Notes Email Integration On Demand files for the appropriate version of Oracle CRM On Demand.

Installing the Notes Email Integration Client

To install the Notes Email Integration client, you run a setup program that runs an InstallShield wizard. The wizard installs and registers the Notes Email Integration client that adds the following buttons to the folder and memo views in Lotus Notes:

  • Add to Oracle CRM On Demand. This button appears in the Inbox and Sent Items folder views.
  • Send & Add to Oracle CRM On Demand. This button appears in the New Memo and Reply Memo views.

Before you begin the Notes Email Integration client installation:

  • Notes Email Integration client uses a routing server to dynamically retrieve a user's instance URL. Ensure that you have a router set up to work with your Notes Email Integration client installation. For more information, contact Customer Care.
  • Check with your Oracle CRM On Demand administrator to see if the Notes Email Integration client has been enabled at your company. Your company's Lotus Notes administrator must make modifications to your company's corporate Lotus Notes template to enable the Notes Email Integration client before it will work.

    CAUTION: Do not attempt to install the Notes Email Integration client until you are sure that it has been enabled at your company. Doing so will require the Notes Email Integration client to be uninstalled and reinstalled before it will work.

  • To download the installation package for the Notes Email Integration client, click the Training and Support link in the upper-right corner of any page to open the Training and Support Center page. On that page, click the Knowledge and Training link, and then sign in to My Oracle Support. In the My Oracle Support page, click the Downloads link, and then download the installation package.
  • Make sure your computer meets the system requirements specified for Oracle Notes Email Integration On Demand in Oracle CRM On Demand. For information on how to check the system requirements, see Working with Other Applications.

To install the Notes Email Integration client

  1. Exit from Lotus Notes, and close all of its windows.
  2. Obtain the Notes Email Integration client installation file from your Oracle CRM On Demand administrator, and save it to your desktop.
  3. From your desktop, run the installation file, and then follow the instructions to complete the installation.

Uninstalling Oracle Outlook Email Integration On Demand or Oracle Notes Email Integration On Demand

You can uninstall Oracle Outlook Email Integration On Demand or Oracle Notes Email Integration On Demand at any time, using the Microsoft Windows Add/Remove Programs utility.

Adding Email Information to Oracle CRM On Demand

When adding email to Oracle CRM On Demand, the combined file size for the email and attachment cannot exceed 5 megabytes (MB). Oracle Outlook Email Integration On Demand and Oracle Notes Email Integration On Demand do not support compressed files as attachments, for example, .zip, .rar, .7z, .cab and so on.

NOTE: When opening or creating emails in Outlook 2007, CRM On Demand buttons appear on the ribbon in the CRM On Demand Group on the Message tab.

To add email information

  1. Highlight or open the email that you want to add to Oracle CRM On Demand.
  2. In Microsoft Outlook, click Add to CRM On Demand. In Lotus Notes, click Add to Oracle.
  3. In the Sign In window, enter the email address and password you normally use to access Oracle CRM On Demand.

    NOTE: You only need to sign in one time for each Outlook or Notes session; you do not have to log in again until you close Outlook or Notes. Data that is sent to and from Oracle CRM On Demand from the Outlook Email Integration client or the Notes Email Integration client is always encrypted for security.

  4. To automatically link emails during this session with the contact names in the To, Cc, and From fields, select Yes for Automatic Association.

    When using Automatic Association, the application searches the emails in Oracle CRM On Demand and automatically adds this email as a completed task. If no match is found, the window appears for you to manually search and link the email to records.

  5. Click the Sign In button.

    The application searches records in Oracle CRM On Demand and displays the results in the Create a Task window, as described in the following table.

    This area

    Contains these records

    Selected Records

    Initially, this area shows the contact records whose email addresses in Oracle CRM On Demand match the ones in the To, Cc, and From fields in the emails.

    You can move records from other areas in this window to the Selected Records. When you click Save in this window, the application saves the email to all the records in this area and to account records linked to them.

    NOTE: A contact must have a linked account record for this email to be saved to it.

    Email Recipients Not Found

    This area shows the names appearing in the To or Cc fields in the email that cannot be mapped to existing contacts in Oracle CRM On Demand.

    Related Records

    This area shows the records in Oracle CRM On Demand that are linked to the contact records corresponding to the email recipients, for example, Opportunities.

  6. From the Create a Task window, you can do the following:

    To do this

    Follow these steps

    Add follow-up tasks or appointments to Oracle CRM On Demand

    1. In the Options After Saving area, select the Create a New Task or Create a New Appointment check box.
    2. Click Save.
    3. In the New Task or New Appointment form, update the information and save the record.

    Add a new opportunity or service request linked to an email recipient

    1. In the Selected Records area, right click on the email recipient name.
    2. Select Add New Opportunity to On Demand or Add New Service Request to On Demand.
    3. Update the information in the New Opportunity or New Service Request form.
    4. Click Save.

    Add the email recipient as a contact or lead

    1. In the Email Recipients Not Found area, right click on the email recipient name.
    2. Select Add to On Demand (for a new contact record) or Add New Lead to On Demand (for a new lead record).
    3. Update the information in the New Contact or New Lead form.
    4. Click Save.

      The email recipient’s name moves to the Selected Records area in the window.

    Add this email as a completed task

    1. Make sure a record appears in the Selected Records area.
    2. Click Save.

      The email is saved as a completed task linked to each record in the Selected Records area along with accounts linked to those records. The default values shown in the Activity Details are used unless you update them.

    Link this email to another record

    1. In the Create a Task window, double-click on any found records to move them to the Selected Records area.
    2. (Optional) Update the default settings in the Activity Details area.
    3. Click Save.

      This email is saved as a task linked to the selected records with the values shown in the Activity Details area.

    Remove the record from the Selected Records area

    • Double-click the record. It moves to the left side of the window so that it won’t be linked to this email.

    Search Oracle CRM On Demand for additional contacts, accounts, opportunities, leads, or service requests

    1. In the Search drop-down list, select the record type.
    2. Enter the name for which you want to search.
    3. Click Submit.

      Records matching the name appear in the Search Results area.

    Update a record

    1. Right click on the record.
    2. Select Edit.
    3. Update the information in the Edit form.
    4. Click Save.

    Update an email address in Oracle CRM On Demand from this email

    1. In the Search Results area, right click on the record.
    2. Select Associate email address.
    3. In the Associate Contact with Recipient window, select the updated email address from the drop-down list.
    4. Click Save.

      The new email address appears in the contact record.

    View record information, such as the record name, email address, and related record names

    • Move your mouse over the record and keep it there until the tool tip appears, showing this information.

To send an email and add the email to Oracle CRM On Demand

  1. In Microsoft Outlook, click New in the toolbar. In Lotus Notes, click the New Memo or Reply button.
  2. (Optional) Add email recipients from the Oracle CRM On Demand Contacts records:
    1. In the Message window, enter a name in the CRM On Demand Find field.
    2. Press Enter.

      A window displays the contacts found in Oracle CRM On Demand.

    3. Select one of these options: To, CC, or BCC.
    4. Click Select.
  3. Enter additional information as you normally would for sending an email.
  4. In Microsoft Outlook, click Send & Add to CRM On Demand. In Lotus Notes, click Send & Add to Oracle.

    When you click Save in the window, the email is sent to the recipients you selected, and the email itself is saved according to the information in the Create a Task window.


Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.