Understanding Contact Synchronization with Microsoft Outlook

Synchronizing contacts between Infor CRM and Microsoft Outlook enables you to change a contact record in either application and have the change reflected in both applications. Your administrator must configure and grant permission before you can synchronize contacts with Microsoft Outlook.
Note: 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.

Note: 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.

Contact Sync Behavior

  • During the initial sync contacts are linked based on the Email address. For specific matching behavior see the topic "Matching Records Between Infor CRM and Microsoft Outlook".
  • If a contact does not exist in Infor CRM, then:
    • A new contact is created in Infor CRM.
      • If a matching account (company name) exists in Infor CRM, then the new contact will be associated with the existing account.
      • If more than one matching account exists in Infor CRM, then the new contact will be associated with the first account that is found.
      • If a matching account (company name) cannot be found in Infor CRM, then a new account is created.
        • The account is created with a type of Prospect, status of Active, owned by "Everyone", and the [Account Manager] is the user adding the contacts.
        • If the contact does have a company (account) defined, then an account is created in Infor CRM using the company name as the account name.
        • If the contact does not have a company (account) defined, then an account is created in Infor CRM using the contact's last name and first name.
      • The address and phone information is only synchronized with the contact, not the account.
      • The contact is added to the contact sync group.
  • If the same record is updated in both applications during the same sync cycle, the latest change wins.
  • Deleting a contact in Infor CRM will move the contact from the contact sync folder to a deleted items folder.
  • Deleting a contact in Microsoft Outlook will remove the contact from the contact sync group, but will not delete the contact from Infor CRM.

    For specific contact integration scenarios, see Contact Synchronization scenarios.

Note: Simultaneously synchronizing the Infor CRM Remote Client to the main office database and , 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.

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

You can perform these related tasks:

Infor CRM Syncs As Outlook
Contacts (Account) syncs as Contacts (Company Name)
Parent topic: Contact synchronization