Understanding Calendar Synchronization with Microsoft Outlook

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

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

During a synchronization cycle, Infor CloudSuite 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.

Note: Synchronization is affected by the built-in data security associated with the user who is logged on to Infor CloudSuite 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 the following criteria are matched:

Regarding/Subject
Start Date/Time
Duration
User

For specific matching behavior see the topic "Matching Records Between Infor CloudSuite CRM and Microsoft Outlook".

If a matching activity cannot be found, then a new activity is created.

To-dos and tasks are linked, only if the following criteria are matched:

Regarding/Subject
Start Date/Time
For specific matching behavior see the topic "Matching Records Between Infor CloudSuite CRM and Microsoft Outlook".

If a to-do or task cannot be found, then a new record is 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 created in Infor CloudSuite 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

Note: 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 synchronize.

Declined activities:
- Activities that are declined in Infor CloudSuite 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 CloudSuite 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 CloudSuite CRM and Microsoft Outlook.

Infor CloudSuite CRM to-dos are synchronized as tasks in Microsoft Outlook.
- Tasks created in Gmail™ are synchronized to Infor CloudSuite CRM as timeless to-dos.

Activities completed in Infor CloudSuite CRM remain on the Gmail™ calendar, but are marked with "Completed" in the subject line.

In some fields, Gmail™ allows more characters than Infor CloudSuite CRM allows. When information is synchronized to Infor CloudSuite CRM, the additional characters are be truncated to meet the Infor CloudSuite CRM character limit. If the field is not edited in Infor CloudSuite CRM, then the field retains 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 synchronizes.

The Infor CloudSuite CRM Activity Task pane displays Infor CloudSuite CRM information related to a Microsoft Outlook appointment.
- Use the Infor CloudSuite CRM Activity Task pane to add other Infor CloudSuite CRM people or information that are related to the activity. This information appears under Associations on the General tab in the Infor CloudSuite CRM Web Client, but is not added to the Attendees tab 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 CloudSuite CRM calendar data is synchronized with Microsoft Outlook:


Infor CloudSuite CRM	Sync As	Outlook
Meetings	sync as	Appointments
Phone Calls	sync as	Appointments
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 CloudSuite CRM Events, which are not synchronized with Microsoft Outlook.

You can perform these related tasks.

Set calendar options

Infor CloudSuite CRM Windows Client Calendar Integration

The Infor CloudSuite CRM Client has additional Microsoft Outlook calendar integration features, that are part of the Infor CloudSuite CRM Client. These features are only available on the Infor CloudSuite CRM Client, not the Infor CloudSuite CRM Web Client

Outlook Integration

Ability to choose to have the Outlook calendar display in Infor CloudSuite CRM instead of the default Infor CloudSuite CRM calendar.

Advanced Outlook Integration

Note: The system administrator must enable Advanced Outlook Integration in the Administrator to activate this feature.

Use the Attendee Availability tab to schedule a meeting or CloudSuitephone call in the Infor CloudSuite CRM Client, which automatically places the request on your Infor CloudSuite CRM and Outlook calendars.
If you accept a meeting invitation in Outlook, then the meeting is placed on your Outlook calendar. You can also view the activity in Infor CloudSuite CRM if you select Outlook as your default calendar. For more information see "Setting Calendar Options" in the Infor CloudSuite CRM Sales Client help.

Note: 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 CloudSuite CRM recommends that you synchronize with Outlook before or after synchronizing your remote database.