Understanding Calendar Synchronization with Microsoft Outlook

Calendar integration allows you to synchronize calendar items between Infor CRM and Microsoft Outlook. Your administrator must configure and grant permission before you can synchronize calendars with Microsoft Outlook.

This feature may not be available for all users. External integrations must be implemented by your administrator.

During a synchronization cycle, Infor CRM compares fields in both applications, and makes changes to ensure both applications contain the same information. Only data in fields mapped between the applications is transferred. The data is compared and changes are made to ensure the information matches. For example, if a record has been added to one application and not to the other, that record is added to the incomplete application.

Synchronization is affected by the built-in data security associated with the user who is logged on to Infor CRM. The amount of data available to transfer is limited by the security rights of the user logged in.

Calendar Sync Behavior

  • During the initial sync, activities (phone calls, meetings and personal activities) are linked only if they match on all of the following criteria:
    • Regarding/Subject
    • Start Date/Time
    • Duration
    • User

    For specific matching behavior see the topic "Matching Records Between and Microsoft Outlook".
  • If a matching activity cannot be found, then a new activity will be created.
  • To-dos and tasks are linked only if they match on all of the following criteria:
  • If a to-do or task cannot be found, then a new record will be created.
  • If the same record is updated in both applications during the same sync cycle, the latest change wins.
  • Deleting an activity in either application deletes the activity in both applications.
  • When an activity that was created in Infor CRM is synchronized with Microsoft Outlook, the following information from the General tab is included in the notes section of the activity in Microsoft Outlook:
    • Contact/Account
    • Lead/Company
    • Opportunity
    • Ticket
    • Activity Leader

    Manually updating this section of the notes is not recommended.
  • Activity leaders, members and resources:
    • Member and resource information is not synchronized.
  • Unconfirmed and confirmed activities will synchronize.
  • Declined activities:
    • Activities that are declined in Infor CRM before a synchronization cycle are not synchronized.
    • Activities that are declined after a synchronization cycle are removed from the user's calendar in both applications.
  • Activity types in Infor CRM may synchronize to different activity types in Microsoft Outlook. Understanding Calendar Synchronization with Microsoft Outlook for details.
  • Activity attachments are not synchronized between Infor CRM and Microsoft Outlook.
  • Infor CRM to-dos are synchronized as tasks in Microsoft Outlook.
    • Tasks created in Gmail™ are synchronized to Infor CRM as timeless to-dos.
  • Activities completed in Infor CRM remain on the Gmail™ calendar, but are marked with "Completed" in the subject line.
  • In some fields, Gmail™ allows more characters than Infor CRM allows. When information is synchronized to Infor CRM, the additional characters will be truncated to meet the Infor CRM character limit. If the field is not edited in Infor CRM, then the field will retain the truncated characters in Gmail™, so no data is lost.
  • (Outlook sync only) There are Outlook sync options in Outlook that prevent appointments and tasks that are scheduled prior to a selected date from synchronizing. However, activities that are edited (including snoozing or dismissing an alarm) after the selected date and any past occurrences of a current recurring activity will synchronize.
  • The Infor CRM Activity Task pane displays Infor CRM information related to a Microsoft Outlook appointment.
    • Use the Infor CRM Activity Task pane to add other Infor CRM people or information that are related to the activity. This information will appear on the Participants tab in the Infor CRM Web Client, but will not be marked as an Attendee unless the record is also listed in the appointment list of Attendees.
    • Use the User fields area to add and edit custom activity fields. You can only add custom fields that have already been added to the ACTIVITY table.

For specific scenarios, see Calendar Synchronization scenarios.

Understanding Calendar Data Exchange

The following table lists how Infor CRM calendar data is synchronized with Microsoft Outlook:

Infor CRM Sync As Outlook
Meetings sync as Appointments
Phone Calls sync as


Personal Activities sync as Appointments, flagged as Private
To-Dos sync as Tasks
Events do not sync  
Timeless Phone Call, Meeting, or Personal Activity sync as All day events*

*Event does not refer to Infor CRM Events, which are not synchronized with Microsoft Outlook.

How Do I?

Simultaneously synchronizing the Remote Client to the main office database and Microsoft Outlook, is not recommended. Doing so significantly reduces synchronization speed and causes memory problems. Infor CRM recommends that you synchronize with Outlook before or after synchronizing your remote database.

Related Topics

Calendar Synchronization Scenarios



What's New in this Release


For a list of new features, see the What's New In This Release topic.

Contact us:

This documentation was developed by Infor CRM User Assistance. For content revisions, questions, or comments, contact the Infor CRM writers at documentation@infor.com.