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Architecture That Siebel CRM Desktop Uses

Figure 2 illustrates the architectural components that Siebel CRM Desktop uses.

Figure 2. Architecture That Siebel CRM Desktop Uses

Explanation of Callouts

CRM Desktop uses the following architecture components:

1. Synchronization Engine. Starts the synchronization process. Determines the changes that 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, it submits requests to the connector and then, to determine the required data changes, it processes the replies. It works with the IBM Notes connector to make the necessary data changes in the data storage in IBM Notes.
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. Siebel Application Interface (SAI). Brokers requests from the Siebel Connector to the Siebel Server.
4. Client Connector. Allows the Synchronization Engine to access the data storage in IBM Notes. Supports queries, inserts, updates, and deletes of data in this data storage.

Overview of How Siebel CRM Desktop Synchronizes Data

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

The user must do the first synchronization with the Siebel Server to make Siebel CRM data available in IBM Notes. First Run Assistant is a wizard that guides the user through the setup of the CRM Desktop add-in in IBM Notes. It displays when the user starts IBM Notes for the first time after the CRM Desktop add-in is installed. It starts the first synchronization.

NOTE:  You must restart the IBM Notes client after installing the CRM Desktop add-in. The Personal Address Book and Mail databases should be reopened after applying customizations or after the first synchronization, if they were opened during customizations.

The user can choose among several preferences and then start the first synchronization while using the First Run Assistant. CRM Desktop does the following work:

1. Connects IBM Notes to the Siebel Server and then authenticates the user.
2. Displays a prompt to the user that describes the location where CRM Desktop will apply the IBM Notes customization.
3. Determines the configuration that the user can access. A relationship with a responsibility that is related to a customization package determines this access. For more information, see Relationships Between Users, Responsibilities, Customization Packages, and Metadata Files.
4. Downloads and applies the configuration.
5. 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 (Enterprise Application Integration) runtime repository objects, such as integration objects and integration components. These objects acquire data through their relations with business objects and business components.

About Siebel CRM Desktop and IBM Notes Data

IBM Notes data is data that the user creates in the native IBM Notes application. Examples include a calendar entry or To Do item. 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 Business 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. CRM Desktop uses native IBM Notes data files, so IBM Notes displays Siebel CRM data through native IBM Notes user interface elements, such as lists and forms. IBM Notes can display this data simultaneously with other IBM Notes data while using the same user interface concept, such as a mailbox folder. The user can choose a folder that displays Siebel CRM data and can also view IBM Notes data in the IBM Notes list view.

Siebel CRM Desktop displays Siebel CRM data in the IBM Notes documents that open according to the design element that it associates with the document.

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

How Siebel CRM Desktop Stores Siebel CRM Data

Figure 3 illustrates how Siebel CRM Desktop stores Siebel CRM data.

Figure 3. How Siebel CRM Desktop Stores Siebel CRM Data

Explanation of Callouts

Siebel CRM Desktop stores Siebel CRM data in the following way:

1. You install CRM Desktop asanadd-in with IBM Notes on the client computer.
2. CRM Desktop stores data in the Personal Address Book (PAB) database. This data can include the following items. It can also include other data:
   • Custom objects.
   • Design elements that CRM Desktop uses to display custom objects.
   • Predefined Notes forms.
   • Lookup data, such as lists of values and currencies.
   • Relational data, such as contact and account intersection records.
3. The mail database stores tasks, appointments, and email messages. This database can reside locally on the Notes client or on the Domino Server. CRM Desktop does not interfere with communication between Notes and the Domino Server. Notes synchronizes with the Domino Server the same way it does if you do not install CRM Desktop.