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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 Outlook connector to make the necessary data changes in the data storage in 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. 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 Outlook. 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 Outlook and the Siebel Server. Once installed, the client initializes the Siebel CRM data that is available in Outlook through the first synchronization. An incremental synchronization synchronizes subsequent changes that occur in Outlook or on the Siebel Server.

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

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 Outlook to the Siebel Server and then authenticates the user.
2. 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.
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 (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 Microsoft Outlook Data

Microsoft Outlook data is data that the user creates in the native Outlook application. Examples include a calendar 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 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 Outlook data files, so Outlook displays Siebel CRM data through native Outlook user interface elements, such as lists and forms. Outlook can display this data simultaneously with other Outlook 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 Outlook data in the Outlook list view.

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

• Outlook forms. These forms are extensions to Outlook calendar, contacts, email, and tasks.
• Outlook items. For example, the details of an account or opportunity that is related to the Outlook calendar appointment that is shared with CRM Desktop.

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

How Siebel CRM Desktop Stores Siebel CRM Data

Figure 3 illustrates 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 as a COM add-in with Outlook on the client computer.
2. CRM Desktop stores lookup data, such as lists of values and currencies, and relational data, such as contact and account intersection records, in the local CRM Desktop database, by default. The database element in the siebel_basic_mapping.xml file includes the complete list of object types that the local CRM Desktop database contains. For more information, see Where Siebel CRM Desktop Stores Data in the File System.
3. CRM Desktop stores Siebel CRM data depending on how the user sets the following default email delivery location in the Outlook profile where you install CRM Desktop:
   • POP3 email account. CRM Desktop stores data in the Outlook Personal Folders (.pst) file.
   • Client database email account in cached mode. Microsoft Exchange is the client database. It synchronizes data that resides in the .ost file in Outlook with the mailbox that resides on the Microsoft Exchange Server.

     This data includes all parent items, such as accounts and opportunities, and native Outlook items, such as contacts, tasks, calendar, email items.

4. Siebel CRM Desktop does not interfere with communication between Outlook and the Microsoft Exchange Server. Outlook synchronizes with the Microsoft Exchange Server just as it does if you do not install Siebel CRM Desktop.

   To install and use CRM Desktop, it is not necessary for you to customize the Microsoft Exchange Server or acquire permissions to access it. CRM Desktop does not support a Microsoft Exchange email account that is not cached.