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Configuring the push mechanism for Microsoft Exchange to Pega Sales Automation calendar integration

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

For information about the cloud configuration requirements, see Cloud configuration requirements for Pega Sales Automation calendar synchronization with Microsoft Exchange.

Prerequisites

Before you can configure the Microsoft Exchange to Pega Sales Automation calendar integration, you must configure and initiate the push mechanism for Microsoft Exchange to Pega Sales Automation calendar integration. For details, see the Pega Sales Automation Implementation Guide on the Pega Sales Automation product page.

Configuring settings for calendar integration

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

  1. In the App Studio Explorer panel, click Settings > Application Settings.
  2. Click the Microsoft Exchange tab.
  3. In the Exchange Integration section, to enable calendar integration, select the Microsoft Exchange calendar integration check box, then enter the calendar integration settings for your implementation as described in the following table:
    Setting nameSetting value
    Exchange URLEnter the URL for your Microsoft Exchange server.
    Exchange version

    Pega Sales Automation supports Microsoft Exchange 2010 and 2013.

    Enter the Microsoft Exchange version for your implementation in the following format:

    • Exchange2010
    • Exchange2013
    • Exchange2016
    • Exchange365
    Batch size

    Microsoft Exchange supports a batch range of 1 to 512.

    Enter the batch size to tell the application the number of calendar items to process in each batch for a mailbox user. The push agent continues to loop until all calendar items are synchronized.

    Notification URLEnter the end point URL for the PushNotificationsListener REST service for Microsoft Exchange service notifications.
    Notification frequency (min)Enter the number of minutes to use as the maximum timeout value before canceling the synchronization and sending a calendar synchronization failure email notification. The application retries the synchronization until the timeout limit is reached. For optimal performance, enter 30 for this setting.
    Notify sync failure to

    Enter the email addresses of the operators to whom you want to send calendar synchronization failure email notifications. Separate email addresses by using a semicolon (;).

    For a description of common calendar synchronization failure messages, see Failure messages for Pega Sales Automation calendar synchronization with Microsoft Exchange.

  1. Click Save.

Configuring the service package for the REST service listener

Modify the service access group in the EWSPushNotifications service package for your implementation.

  1. Log in to Pega Sales Automation as a Sales Ops operator.
  2. In the Dev Studio header search text field, search for and select the EWSPushNotifications service package.
  3. On the Context tab, enter the Service access group for your implementation.
  4. Click Save.

Defining the interval for the calendar synchronization push agents

The following agents are available for calendar synchronization in Pega applications:

  • PegaCRM-SFA – Intended for use with the Pega Sales Automation application.
  • PegaCRMFW-ExchangeImpl – Intended for use with other Pega applications.

Only PegaCRM-SFA agents should be enabled for Pega Sales Automation implementations.

To tell Pega Sales Automation how frequently to run the calendar synchronization push subscriptions and push notifications agents, you must define an interval in seconds. You should run the push agents on multiple nodes.

  1. Log in to Pega Sales Automation as a Sales Ops operator.
  2. In the Dev Studio header search text field, search for and select the PegaCRM-SFA agent.
  3. On the Schedule tab, enter the Interval (sec) for the ManagePushSubscriptionsForCalendarSync agent and the ProcessEWSPushNotifications agent.
  4. Click Save.

Starting the calendar synchronization push agents

When you start the calendar synchronization push agents for the first time, Pega Sales Automation begins to synchronize all future appointments for the operators that are enabled for calendar synchronization. During the initial synchronization, the push agents also synchronize past appointments for the operators within a specified time period. The time period that is used for synchronizing past appointments is driven by the IsSkipAppointment when rule. The default value for this rule is 180 days.

After the initial synchronization completes, the push agents only synchronize future appointments that have been created, updated, or deleted since the last synchronization.

  1. Log in to Pega Sales Automation as a Sales Ops operator.
  2. In Dev Studio, click Configure > System > Operations > System Management Application.
  3. In the navigation panel, click Agent Management > Agents.
  4. To subscribe operators to the calendar synchronization push agent, select the ManagePushSubscriptionsForCalendarSync agent. Only operators who are enabled for calendar synchronization are subscribed to the agent.
  5. To run the synchronization, select the ProcessEWSPushNotifications agent.
  6. In the Single activity in queue toolbar, click Start.

Enabling operators for calendar synchronization

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

  • You can enable calendar synchronization in bulk for existing operators by using the Pega Sales Automation Data Import wizard to update your operator records in Pega Sales Automation.
  • You can enable calendar synchronization for a new operator when you create the operator record in Pega Sales Automation.

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

  1. Log in to Pega Sales Automation as a Sales Ops operator.
  2. In Dev Studio, click Launch web interface > Sales Ops.
  3. In the navigation pane, click Operators.
  4. Open the operator record.
  5. Verify that the Calendar Sync option is set to True.
  6. Verify that the email address in the Email field is the operator's Microsoft Exchange email address.
  7. To change the operator's calendar synchronization access or email address, click Actions > Update Operator Profile.

Published October 2, 2017 — Updated April 9, 2019


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