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Synchronizing Microsoft Exchange email with Pega Sales Automation email

Microsoft Exchange to Pega Sales Automation email integration is a background process that synchronizes your Microsoft Exchange email with your Pega Sales Automation email. The push mechanism for email integration listens for Exchange Web Services (EWS) notifications to identify new, updated, and on the Microsoft Exchange server, then synchronizes emails with your Pega Sales Automation email.

Prerequisites

Make sure that you complete the Configuring Pega Sales Automation to Microsoft Exchange email integration procedures.

Configuration

To synchronize your Microsoft Exchange and Pega Sales Automation email, perform the following steps:

Configuring email integration settings

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

  1. In the App Studio explorer panel, click Settings > Application Settings.
  2. Click the Microsoft Exchange tab.
  3. In the Microsoft Exchange email integration section, select the Email Sync check box to enable synchronizing email between Microsoft Exchange and Pega Sales Automation.
  4. In the Sync From No Of Days field, enter the number of days from which you want your emails to be synchronized to Pega Sales Automation.

    For example, if you enter 3, the system syncs emails from the last 3 days only. You can enter any number of days.

  5. Select the association options based on your business requirements.
  6. 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 Exchange2010, Exchange2013, Exchange2016, and Exchange365.

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

      The push agent continues to loop until all emails 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 an email 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 email synchronization failure email notifications, separated by a semicolon.

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

  7. 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.

Configuring and enabling job schedulers

When you start the email synchronization push job schedulers for the first time, Pega Sales Automation begins to synchronize all past emails for the operators that are enabled for email synchronization. As an administrator, configure and enable the EmailSync job scheduler.

  1. Log in to Pega Sales Automation as a system administrator.
  2. In the Admin Studio explorer panel, click Resources, and then click Jobs.
  3. Search for the EmailSync job scheduler and open it.
  4. Click Save as to save it into your implementation layer.
  5. Modify the job scheduler based on your business requirements.
  6. On the Definition tab, in the Context field select Specify access group and add your access group.
  7. Turn on the Enable Job Scheduler switch to enable the EmailSync job scheduler.
  8. Click Save.

Next, enable the ManagePushSubscriptions job scheduler.

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

After the initial synchronization is complete, the push job scheduler synchronizes the emails that have been created or updated since the last synchronization.

Enabling operators for email sync

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

  • You can enable email 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 email synchronization for a new operator when you create the operator record in Pega Sales Automation.

Verifying email synchronization for operators

To verify that email 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 Email sync field is set to true.
  5. Optional: If email synch is set to false, click Actions > Update operator profile and select the Email 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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