Synchronize your Pega Sales Automation™ contacts with Microsoft Exchange contacts to improve your productivity and eliminate redundancy. With this integration, you can synchronize contacts in real time with your Microsoft Exchange server.

Prerequisites

To create a contact in Pega Sales Automation and synchronize this contact with Microsoft Exchange, you must create one impersonation account on Microsoft Exchange with impersonation privileges for all of the users who will manage contacts in the application.

With Microsoft Exchange impersonation, one account is acting as another account. When an account is impersonated, the system logs the access as if the impersonated account is acting on the system. The calling account must have the appropriate permissions and email ID to perform the impersonation. This allows the user who has impersonation permissions to make calls against the other user's account. The impersonated account is maintained in the EWS_Integration_AuthProfile authentication profile.

You only need to create one impersonation account to manage contacts for all Pega Sales Automation users.

Configuration

To synchronize your Pega Sales Automation contacts with Microsoft Exchange contacts, perform the following steps:

• Generate a keystore file with SSL certificate (requires admin privileges)
• Update the security profile
• Update the authentication profile
• Update application settings
• Enable operators for contact sync
• Verify contacts synchronization for operators

Generating a keystore file with SSL certificate

As an administrator, you must generate a keystore file with the appropriate SSL certificate for your Microsoft Exchange integration. The keystore file and SSL certificate are used by Pega Sales Automation to communicate securely with your Microsoft Exchange server.

1. Retrieve the Exchange Web Services (EWS) endpoint URL from Microsoft Outlook. For information on how to retrieve the EWS endpoint URL, see the Microsoft website.

   The EWS endpoint URL should look like the following example URL: https//mail.*****.com/ews/Exchange.asmx.

2. Launch the EWS endpoint URL in a Google Chrome browser window.
3. Complete the following steps to generate and save the SSL certificate file:
   1. In Chrome, open Developer tools.
   2. Click the Security tab.
   3. Click View Certificate and click the Details tab.
   4. Click Copy to File.
   5. Click Next and choose the format with Base-64 Encoded X.509.
   6. Click Browse and select the file name and path where you want to generate the keystore file.
   7. Click Finish.
4. In the Program Files directory on your machine, open the JDK/bin folder. (Sample path: C:\Program Files\Java\jdk1.6.0_26\bin)
5. Run Java Keytool in the JDK/bin folder.
6. Open the Command Prompt dialog and run the following command: keytool -importcert -file "<Path for ssl certificate>" -keystore "<Path for jks file name>" - alias "<anything>".
   • For the "<Path for ssl certificate>", enter the path where you generated the SSL certificate.
   • For the "<Path for jks file name>", enter the name for the jks file with path similar to the path for the SSL certificate.

     The command should look like the following example command: keytool -importcert -file ../../../cert.cer -keystore ../../../jkfile.jks -alias certificate.

7. Press Enter.
8. At the prompt, enter a password and confirm the password.
9. Press Enter.
10. At the Trust Question prompt, enter yes.

The keystore file is generated in the same path where your SSL certificate exists.

Updating the security profile

You must update the security profile in Pega Sales Automation with the keystore file and password that you generated previously. This provides Pega Sales Automation with the SSL certificate that is required to communicate with your Microsoft Exchange server.

1. In the Dev Studio header search text field, search for and select the EWS_Integration_SecurityProfile WS-security profile.
2. Click the Keystore tab.
3. Next to the Keystore field, click the Open icon.
4. Click Upload file.
5. Click Choose File to search for and select the JKS keystore file for your server.
6. Click Upload file.
7. Enter the Keystore password and click Save.

Updating the authentication profile

You must update the authentication profile in Pega Sales Automation with the user name and password for your Microsoft Exchange impersonation account. Your Microsoft Exchange administrator can provide you with the user name and password for the impersonation account.

1. In the Dev Studio header search text field, search for and select the EWS_Integration_ AuthProfile authentication profile.
2. Click Save as.
3. In the Type field, select NTLM.
4. Click Create and Open.
5. Enter the user name that is required by Microsoft Exchange. This is the user email for the impersonated user account.
6. Click Set password.
7. Enter the password for the user and click Submit.
8. Click Save.

Updating application settings

To configure your implementation for Microsoft Exchange integration, you must update application settings in App Studio.

1. In the App Studio explorer panel, click Settings > Application Settings.
2. Click the Microsoft Exchange tab.
3. Optional: In the Microsoft Exchange contact integration section, select the Microsoft Exchange contact integraion check box to enable synchronizing contacts between Microsoft Exchange and Pega Sales Automation.
   1. In the Slot size field, select either 15 or 30 minutes synchronization slot size.
   2. 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 only Exchange 2010, Exchange2013, and Exchange2016.

      3. In the Batch size field, enter the number of contact items to process in each batch for mailbox user.

         The push agent continues to loop until all contact items 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 use as the maximum timeout value before canceling the synchronization and sending a contact 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 contact synchronization failure email notifications, separated by a semicolon.

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

4. In the Microsoft Exchange contact integration section, select the Contact sync check box to enable synchronizing contacts between Microsoft Exchange and Pega Sales Automation.
   1. Select the synchronization option based on your business requirements.
   2. Review and fill in the fields from step 3.2 of this procedure together with the following additional field:
      1. In the Contact Sync Category field, enter the contact groups that you want to synchronize.

         The default is PegaSASync category. You can enter any contacts group that you have specified in Microsoft Outlook.

5. Click Save.

Enabling operators for contact sync

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

• You can enable contact 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 information, see Pega Sales Automation data import.

• You can enable contact synchronization for a new operator when you create the operator record in Pega Sales Automation. On the main Operators screen, click Create operator and select the Contact sync check box.

Verifying contact synchronization for operators

To verify that contact 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 if the Contact sync field is set to true.
5. Optional: If contact sync is set to false, click Actions > Update operator profile and select the Contact sync check box.
6. Verify that the email address in the Email field is the operator's Microsoft Exchange email address.
7. Click Ok.