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Synchronizing Microsoft Exchange contacts with Pega Sales Automation contacts

Synchronize your Microsoft Exchange contacts with Pega Sales Automation™ contacts to improve your productivity and eliminate redundancy. Contacts are synchronized by using the push mechanism, which listens for Exchange Web Services (EWS) notifications to identify new or updated contacts on the Microsoft Exchange server and then synchronizes these contacts with Pega Sales Automation contacts.

The following are the feature limitations:

  • By default, synchronizing private contacts with Pega Sales Automation is disabled. To synchronize private contacts, use the isSkipContact when condition as an extension.
  • Contact categories are required to synchronize Microsoft Outlook contacts with Pega Sales Automation. Adding categories is not available in the Microsoft Outlook Web App. To synchronize contacts, add filters.
  • Contact photos are not synchronized with Pega Sales automation.

To configure synchronization between your Microsoft Exchange and Pega Sales Automation contacts, perform the following steps:

Configuring contact integration settings

You must configure application settings for your Microsoft Exchange contacts integration.

  1. In the App Studio explorer panel, click Settings > Application Settings.
  2. Click the Microsoft Exchange tab.
  3. Optional: In the Microsoft Exchange contact integration section, select the Microsoft Exchange contact integration check box to enable synchronizing contacts between Microsoft Exchange and Pega Sales Automation.
    1. In the Slot size field, select either 15 or 30 minutes synchronization slot size.
    2. Review and fill in the following fields:
      1. In the Exchange URL field, enter the URL for your Microsoft Exchange server.
      2. In the Exchange version field, enter the Microsoft Exchange version for your implementation in the following format: Exchange2010.

        Pega Sales Automation supports only Exchange2010, Exchange2013, and Exchange2016.

      3. In the Batch size field, enter the number of contact items to process in each batch for mailbox users.

        The push agent continues to loop until all contact items are synchronized. Microsoft Exchange supports a batch range of 1 to 512.

      4. In the Notification URL field, enter the endpoint URL for the PushNotificationsListener REST service for Microsoft Exchange service notifications.
      5. In the Notification frequency (minutes) field, enter the number of minutes to wait before canceling the synchronization and sending a contact synchronization failure email notification.

        The application retries the synchronization until the timeout limit is reached. For optimal performance, enter 30.

      6. In the Notification synchronization failure to field enter the email addresses of the operators to whom you want to send contact synchronization failure email notifications, separated by a semicolon.

        For a description of common contact synchronization failure messages, see Failure messages for Microsoft Exchange to Pega Sales Automation calendar and contacts integration.

  4. In the Microsoft Exchange contact integration section, select the Contact sync check box to enable synchronizing contacts between Microsoft Exchange and Pega Sales Automation.
    1. Select the synchronization option based on your business requirements.
    2. Review and fill in the fields from step 3.2 of this procedure together with the following additional field:
      1. In the Contact Sync Category field, enter the contact group that you want to synchronize.

        The default is PegaSASync category. You can enter any contacts group that you have specified in Microsoft Outlook.

  5. Click Save.

Configuring the service package for the REST service listener

As an administrator, modify the service access group in the EWSPushNotifications service package for your implementation.

  1. In the Dev Studio header search field, search for and select the EWSPushNotifications service package.
  2. On the Context tab, enter the service access group for your implementation.
  3. Click Save.

Enabling job schedulers

As an administrator, enable the ContactSync and ManagePushSubscriptions job schedulers.

  1. In the Admin Studio explorer panel, click Resources, and then click Jobs.
  2. Search for the ContactSync job scheduler and click Override located in the State column to enable it.
  3. Perform the same steps for the ManagePushSubscriptions job scheduler.

When you start the contact synchronization push job schedulers for the first time, Pega Sales Automation begins to synchronize all past contacts for the operators that are enabled for contact synchronization. After the initial synchronization is complete, the push job scheduler synchronizes the contacts that have been created or updated since the last synchronization.

Enabling operators for contact sync

You must enable contact synchronization for each operator who will use the feature.

  • You can enable contact synchronization in bulk for existing operators by using the Pega Sales Automation data import wizard to update your operator records in Pega Sales Automation.

    For more inforamtion, see Pega Sales Automation data import.

  • You can enable contact synchronization for a new operator when you create the operator record in Pega Sales Automation. On the main Operators screen, click Create operator and select the Contact sync check box.

Verifying contact synchronization for operators

To verify that contact synchronization is enabled for an operator, complete the following steps:

  1. Log in to Pega Sales Automation as a Sales Ops operator.
  2. In the navigation pane, click Operators.
  3. Open the operator record that you want to check.
  4. On the Operator profile, verify that the Contact sync field is set to true.
  5. Optional: If contact synch is set to false, click Actions > Update operator profile and select the Contact sync check box.
  6. Verify that the email address in the Email field is the operator's Microsoft Exchange email address.
  7. Click Ok.
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