How Siebel CRM Desktop Correlates Siebel CRM Activities with PIM Data in Microsoft Outlook

When Siebel CRM Desktop synchronizes a Siebel CRM activity to Microsoft Outlook, it attempts to find the PIM data that resides in Outlook that corresponds to the activity. PIM data is a calendar entry, To Do item, or email. If it finds this item, then it shares it and correlates it with the Siebel CRM activity. Siebel CRM Desktop does this correlation for the following items:

• The Outlook calendar item for a Siebel CRM record where the Display In value of the Siebel CRM activity is Calendar and Activities.

• The Outlook To Do item where the Display In value of the Siebel CRM activity is To Do and Activities.

• Each Outlook activity where the Display In value of the Siebel CRM activity is Activities Only.

For example, to do a correlation for the Outlook Calendar entry, it uses the following keys:

1. Key 1:

   1. The CRMD Integration Id equals the GlobalObjectIdof the Calendar entry.

   2. The owner is the meeting organizer of the Calendar entry.

2. Key 2:

   1. The owner is the meeting organizer of the Calendar entry.

   2. The description is the subject of the Calendar entry.

   3. The value in the Planned field in the Siebel database equals the start time of the Calendar entry. This Planned value maps to the value that the Start field in Outlook contains.

If the user creates an activity in Siebel CRM Desktop from the Outlook Calendar entry, and if the user shares this activity with Siebel CRM, then the CRMD Integration Id field in the activity record in the Siebel database contains a value.

How Siebel CRM Desktop Correlates Data if Siebel CRM Desktop Is Installed

The following sequence describes how Siebel CRM Desktop uses key 1:

1. User 1 does the following work:

   1. Creates a meeting in Microsoft Outlook

   2. Shares this meeting with Siebel CRM

   3. Sends the meeting request to User 2

   In this situation, Siebel CRM Desktop creates a Siebel CRM activity. It uses the value from the GlobalObjectIdfield of the meeting to populate the value in the CRMD Integration Id field in this activity record. This value is a unique value for this meeting. To identify the meeting organizer and the meeting participants, Siebel CRM Desktop uses the corresponding values in the Outlook meeting.

2. User 1 synchronizes this activity and Siebel CRM adds it to the Siebel database.

3. Assume user 2 sets the user preference to not automatically create the PIM item that Siebel CRM Desktop shares with Siebel CRM. If user 2 receives the meeting invitation from user 1, then Siebel CRM Desktop does not share the meeting for this user in the calendar and it does not create a Siebel CRM activity.

4. When User 2 synchronizes, Siebel CRM Desktop synchronizes the activity that it added in How Siebel CRM Desktop Correlates Siebel CRM Activities with PIM Data in Microsoft Outlook to Outlook. It uses the find_ol_item function to find the Outlook item that corresponds to this activity. It finds the unshared meeting because the following situations are true:

   • This meeting contains the same GlobalObjectId field that the CRMD Integration Id field of the Siebel CRM activity contains.

   • This meeting contains the same meeting organizer that the Activity Owner field of the Siebel CRM activity contains.

If the meeting attendee synchronizes the activity from the Siebel Server before this attendee receives an invitation, and if this attendee sets the preference in the Options dialog box to not share new PIM items, then Siebel CRM Desktop uses the find_proxy_item function to find the Siebel CRM activity. If it finds this activity, then it shares the meeting with Siebel CRM.

How Siebel CRM Desktop Correlates Data if Siebel CRM Desktop Is Not Installed

Assume the following situation is true:

• To track activities, a user uses Outlook and a Siebel CRM application, such as Siebel Call Center.

• This user has not installed Siebel CRM Desktop.

• This user enters activities in Outlook and Siebel Call Center.

• The user has an activity in Siebel CRM. The user also has a calendar entry in Outlook that matches this activity. This activity and this calendar entry each include the same subject, start date, and activity owner.

• Assume this user installs Siebel CRM Desktop and then synchronizes.

In this situation, Siebel CRM Desktop cannot use Key 1 because the Siebel CRM activity does not include a value in the CRMD Integration Id field. If this field does not contain a value, then Siebel CRM Desktop uses key 2. The following sequence describes how it uses key 2:

1. The CRMD Integration Id field is empty, so it skips key 1.

2. Correlates the activity:

   1. If the activity is a To Do item, then it uses Key 2 with the following differences:

      • The owner is the meeting organizer of the To Do item.

      • The description is the subject of the To Do item subject.

        For more information, see How Siebel CRM Desktop Correlates Siebel CRM Activities with PIM Data in Microsoft Outlook.

   2. If the activity is an email message, then it uses the following keys:

      • Key 2.2:

        • CRMD Integration Id is the first twenty-two bytes of the PR_CONVERSATION_INDEX email message

        • Owner is the current user.

      • Key 2.3

        • Uses the same information as Key 2.2, plus includes Planned, which is the date that Siebel CRM Desktop sends or receives the email. The value in the Planned field in the Siebel database equals the start time of the Calendar entry. This Planned value maps to the value the Start field in Outlook.

Note the following:

• If the Display In value of the Siebel CRM activity is To Do and Activities, then the activity is a To Do item.

• If the Display In value of the Siebel CRM activity is Activities Only, then the activity is an email message.