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Siebel Client Sync Guide

Version 7.8May 2005

Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404Copyright © 2005 Siebel Systems, Inc. All rights reserved.Printed in the United States of America

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PRODUCT MODULES AND OPTIONS. This guide contains descriptions of modules that are optional and for which you may not have purchased a license. Siebel’s Sample Database also includes data related to these optional modules. As a result, your software implementation may differ from descriptions in this guide. To find out more about the modules your organization has purchased, see your corporate purchasing agent or your Siebel sales representative.

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Siebel Client Sync Guide Version 7.8 3

Contents

Siebel Client Sync Guide 1

Chapter 1: What’s New in This Release

Chapter 2: Siebel Client Sync OverviewAbout Siebel Client Sync 9

Supported PIMs and Systems 10

What Happens When Siebel Client Sync Runs 11

Field Value Synchronization Issues 11About Changed Field Values and Synchronization 12About Deleted Records and Synchronization 12About Required Fields and Synchronization 12About Conflict Resolution and Synchronization 13

Data Type Synchronization Issues 13About Queries and Synchronization 13About Multi-Value Groups (MVGs) and Synchronization 13About Synchronization of Activities and Calendar 14About Contact Access Lists and Synchronization 16About Tag Bearer Fields for Accounts Synchronization 16About Synchronizing Contacts and Accounts 17

About Using Siebel Client Sync with GroupWise 18

About Unicode Data Conversion 19

Chapter 3: Administering Siebel Client SyncProcess of Deploying Siebel Client Sync 21

Researching Business Requirements for Synchronization 22

Choosing a Best Practice Configuration 23

Researching Any Business Component Changes 25

Determining Effects of BusComp Changes on Sync 26

Setting Default Times for Imported Activities 27

Configuring Siebel Client Sync 27

Establishing Field Mappings in the Translation.txt File 29

Siebel Client Sync Guide Version 7.8

Contents ■

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Setting Up Synchronization with a Localized PIM 32

Defining Queries in Siebel Applications 32

Setting Up a Default Connect String for Siebel Client Sync 32

Providing Users with Siebel Client Sync 37

Distributing Modified Siebel Client Sync Files 38

Chapter 4: Using Siebel Client SyncInstalling Siebel Client Sync 39

About Preparing for Synchronization 42Selecting Synchronization Options 42Selecting Advanced Synchronization Options 47Excluding Private Data from Siebel Applications 48Creating Filters for PIM Data 49Selecting Queries for Synchronized Data 51

Synchronizing Data 52Synchronizing with a Palm OS Handheld 55Synchronizing with Lotus Notes in Island Mode 56About Synchronizing Employees and Contacts on the Sync List 56Starting Siebel Client Sync Automatically 57

About Resolving Conversion Errors 57Viewing the Siebel Client Sync Log 59

Appendix A: Field MappingsField Mapping Issues 61

About Mapping to the Company and Account Fields 61About Private Contact Records 61About GroupWise Mapping Support 62About Field Length Differences 62About Field Value Overlaps 62About Activity Types 62

Field Mapping Tables 63MS Outlook Field Mapping Tables 63Palm OS Handheld Field Mapping Tables 68Lotus Notes Field Mapping Tables 73GroupWise Field Mapping Tables 78

Appendix B: Sample Translation.txt File

Contents ■


Appendix C: Configuration FilesSiebel Client Sync siebelsettings.cfg File 87

Siebel Client Sync pimsync.cfg File 89

Other Siebel Client Sync Configuration Files 91

Appendix D: Troubleshooting Siebel Client SyncToo Many Activities Categories 93

Synchronization with MS Outlook Fails 93

DLL File Self-Registration Errors 93

About Configuring for Synchronization with a Palm OS Handheld 94

HotSync Problems 95

Selected Value and Drop-Down List Value Do Not Match Error Message 95

Unable to Complete Request Error Message 96

Loss of Data After Change to Predefined Query 96

Index


Contents ■

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1 What’s New in This Release

Siebel Client Sync is the new name of the software product that was previously known as Siebel Sync. Siebel Client Sync Guide replaces the older Siebel Sync Guide.

NOTE: The Siebel Client Sync software product is completely separate from the product called Siebel Server Sync for Microsoft Exchange Server (SSSE). The two products serve similar business purposes but differ in many implementation details. For more information about SSSE, see Siebel Server Sync Guide.

What’s New in Siebel Client Sync Guide, Version 7.8Table 1 lists changes described in this version of the documentation to support release 7.8 of the software.

Table 1. New Product Features in Siebel Client Sync Guide, Version 7.8

Topic Description

All Topics Siebel Sync product name has been changed to Siebel Client Sync throughout this guide.

“Supported PIMs and Systems” on page 10 and “Process of Deploying Siebel Client Sync” on page 21

Updated information concerning version compatibility between Siebel Client Sync and Siebel Business Applications.

“Providing Users with Siebel Client Sync” on page 37

Added a note concerning user accounts that are created using Enterprise Integration Manager (EIM).

“Installing Siebel Client Sync” on page 39

■ Siebel Client Sync must now be installed from a network image, not from a DVD.

■ Updated information based on added support for Lotus 6.

“Field Mapping Tables” on page 63 Corrected and added information about Category field values for all PIMs.


What’s New in This Release ■

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2 Siebel Client Sync Overview

Siebel Client Sync allows end users (primarily sales representatives) to synchronize information between Siebel Business Applications and a Personal Information Manager (PIM) such as Microsoft Outlook or Lotus Notes, or a Palm OS handheld device.

This guide describes how to administer, use, and troubleshoot Siebel Client Sync features. To use this book, you should understand how Personal Information Manager (PIM) products work, so that you can successfully synchronize with them.

This chapter provides an overview of Siebel Client Sync functionality:

■ “About Siebel Client Sync” on page 9

■ “Supported PIMs and Systems” on page 10

■ “What Happens When Siebel Client Sync Runs” on page 11

■ “Field Value Synchronization Issues” on page 11

■ “Data Type Synchronization Issues” on page 13

■ “About Using Siebel Client Sync with GroupWise” on page 18

■ “About Unicode Data Conversion” on page 19

About Siebel Client SyncThrough Siebel Client Sync, business and personal contacts, appointments, calendars, and activities entered into a Siebel application or a PIM can be:

■ Exported from the Siebel application

■ Imported to the Siebel application

■ Synchronized between the Siebel application and the PIM

Account and Employee records entered into a Siebel application can be exported to a PIM. See Table 2 on page 11 for synchronization options.

The following paragraphs briefly describe Siebel Client Sync functionality for working with information about employees, personal or business contacts, and calendars.

Employee InformationSiebel Client Sync allows users to export employee records from the Siebel application to address books in Outlook, Lotus Notes, and Palm OS devices. When synchronization occurs, data is written from the All Employees view in the Siebel application to the PIM address book.


Siebel Client Sync Overview ■ Supported PIMs and Systems

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Personal and Business ContactsContact records can be designated as either business or personal. Personal contacts are only visible by the user; business contacts may be viewed by the team and other users with visibility and typically include company and account information.

Contact records in the PIM are synchronized with the Contacts (Personal) business component unless they are specifically tagged by the user as a business contact. Business contacts are synchronized with the Contacts business component in the Siebel application.

Additions or modifications to personal contact records in the PIM are reflected in the My Personal Contacts view in the Siebel application. Additions or modifications to business contact records in the PIM are reflected in the My Contacts view in the Siebel application.

Queries for Employees, Contacts, and CalendarThe user can define standard Siebel application queries for all supported synchronization objects—personal and business contacts, employee records, calendar items, and so on—start Siebel Client Sync, and then select the query in the Siebel Client Sync application.

The list of queries available for each synchronization object in Siebel Client Sync is identical to the list of queries defined in the Siebel application. For example, managers can create predefined queries, such as My Direct Reports to export information on team members. When a query is selected, only those records that are returned by the query are synchronized.

Supported PIMs and SystemsSiebel Client Sync functions with Siebel Business Applications and with every Siebel Server. Siebel Client Sync supports the following PIMs:

■ MS Outlook

■ Lotus Notes

■ GroupWise

■ Palm OS handheld devices

For more detailed information about supported PIMs and operating systems such as version numbers and PIM device system requirements, and for specific server platforms, see System Requirements and Supported Platforms on Siebel SupportWeb.

CAUTION: The first three digits in your Siebel Client Sync software version must match the first three digits in your Siebel Business Applications version. If there is a fourth digit, the Siebel Business Applications version must be greater than or equal to the Siebel Client Sync version. For example, you could use Siebel Client Sync version 7.8.1 with Siebel Business Applications versions 7.8.1 or 7.8.1.1. Differences in version that do not meet these criteria are not supported.

Siebel Client Sync Overview ■ What Happens When Siebel Client Sync Runs


What Happens When Siebel Client Sync RunsSynchronization occurs between a Siebel application and a PIM application when you run Siebel Client Sync. You can initiate the following operations:

■ Synchronization. A two-way transfer of information between your Siebel application and the PIM.

■ Import. A one-way transfer of information from the PIM to your Siebel application.

■ Export. A one-way transfer of information from your Siebel application to the PIM.

NOTE: Siebel Client Sync uses “smart” import and export. That is, if an exported record is changed in your Siebel application, Siebel Client Sync automatically updates the change in the PIM. Likewise, if an imported record is changed in your PIM, Siebel Client Sync automatically updates the change in your Siebel application.

Siebel Client Sync accesses the data that appears in the My Accounts, My Activities, My Calendar, My Contacts, My Personal Contacts, and All Employee views in your Siebel application. Not all data transfer options are available for all types of data. Table 2 shows which synchronization objects can be synchronized, imported, and exported.

Synchronization options set by an administrator determine certain constraints on application functionality. These constraints include which PIMs can be selected, the kinds and amounts of information that can be synchronized, the ranges of dated items that can be synchronized, and the method of conflict resolution.

Field Value Synchronization IssuesThis section describes issues you need to consider when synchronizing Siebel Business Applications with a PIM. These issues pertain to the effects of synchronization on Siebel Business Applications and PIM field values.

■ “About Changed Field Values and Synchronization” on page 12

Table 2. Synchronization Options

Synchronization Object Synchronize Import Export

Accounts ✔

Activities ✔ ✔ ✔

Calendar ✔ ✔ ✔

Personal Contacts ✔ ✔ ✔

Business Contacts ✔ ✔ ✔

Employees ✔


Siebel Client Sync Overview ■ Field Value Synchronization Issues

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■ “About Deleted Records and Synchronization” on page 12

■ “About Required Fields and Synchronization” on page 12

■ “About Conflict Resolution and Synchronization” on page 13

About Changed Field Values and SynchronizationIf you change different fields of the same item in your Siebel application and your PIM application, synchronization will merge the information.

For example, if you change an activity’s priority in your Siebel application, and that activity’s status in your PIM, the synchronization process will merge the changes, taking the priority from your Siebel application and the status from the PIM and making them the same in both places.

About Deleted Records and SynchronizationDuring synchronization, deletions made in a PIM are repeated in your Siebel application, and the other way around. For example, when you import an item from a PIM, delete it in your Siebel application, and synchronize again, Siebel Client Sync deletes the item from the PIM.

Occasionally, you may delete an item from your PIM that you cannot delete from your Siebel application. In cases like this, the item will reappear in the PIM the next time you synchronize with the Siebel application. Instead of trying to delete the item again, try changing the Siebel query so it will not export that item from your Siebel application. After changing the Siebel query, you will be able to delete the item from your PIM.

About Required Fields and SynchronizationFields that are required in your Siebel application, but are optional in a PIM (and have no default value in the translation.txt file), must have a default value in your Siebel application or the synchronization will not take place.

For example, you use a Palm OS handheld to synchronize with your Siebel application, and this device does not have a Status field for Activities. In addition, the Activities screen’s Status field in your Siebel application is a required field that does not have a default value. When synchronization occurs, your Siebel application cannot save records from a Palm OS handheld because the Status fields of these records are not populated with a value. To avoid this situation, assign default values to required fields in your Siebel application.

For more information, see “Establishing Field Mappings in the Translation.txt File” on page 29 and Appendix B, “Sample Translation.txt File.”

Siebel Client Sync Overview ■ Data Type Synchronization Issues


About Conflict Resolution and SynchronizationIf you change the same field in both your Siebel application and your PIM, a conflict resolution dialog box appears, allowing you to select the “winning” value. Using the synchronization options for conflict resolution, determine if your Siebel application value automatically wins, if the PIM value automatically wins, or if the user resolves the conflict manually through a dialog box.

Data Type Synchronization IssuesThis section describes issues to consider when synchronizing Siebel Business Applications with a PIM. These issues have to do with how synchronization handles the types of data exchanged between Siebel Business Applications and PIMs.

■ “About Queries and Synchronization” on page 13

■ “About Multi-Value Groups (MVGs) and Synchronization” on page 13

■ “About Synchronization of Activities and Calendar” on page 14

■ “About Contact Access Lists and Synchronization” on page 16

■ “About Tag Bearer Fields for Accounts Synchronization” on page 16

■ “About Synchronizing Contacts and Accounts” on page 17

About Queries and SynchronizationYou can select a query to limit the information exported from your Siebel application. Queries are applied only to data that originates in the Siebel application. For an example of how to limit the records sent from a PIM to Siebel Client Sync, see “Excluding Private Data from Siebel Applications” on page 48.

For instance, if you have a large number of business contacts in your Siebel application, you can define a query in the Siebel Contacts screen and then select that query in Siebel Client Sync. Alternatively, your administrator might define a query for you.

For more information about queries, see “Selecting Synchronization Options” on page 42.

CAUTION: Changing a query that you use when synchronizing can have implications for your PIM. For instance, if the new query excludes a set of records that were formerly synchronized with your PIM, those records will be deleted from your PIM during the next synchronization.

About Multi-Value Groups (MVGs) and SynchronizationWhenever Siebel Client Sync exchanges data between a multi-value group (MVG) field in a Siebel application and a single-value field in a PIM, the data is handled as follows:

■ Export. When you transfer data from an MVG field to a PIM field, the Primary value in the MVG field is the value that is transferred.



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■ Import. When you transfer data from a PIM field to an MVG field, a new record is added to the MVG and that record is made Primary unless the value of the PIM field exactly matches an existing value in the MVG. In the case of an exact match, the matching MVG value becomes the primary value.

About Synchronization of Activities and CalendarThe following paragraphs address synchronization issues specific to Activities and Calendar.

Supported FunctionalitySiebel Client Sync supports the following functionality for Activities:

■ Recurring tasks

■ Location field for Activities

■ Multiple participants per activity (one owner)

Calendar is now based on Planned Start (combined date and time field) instead of Due Date and Start Time.

NOTE: All-day events are synchronized. When you enter an all-day event in your PIM and then synchronize, the time of the event in your Siebel application’s Calendar appears as 00:00 - 00:00.

Activity Types and NamesCAUTION: A Palm OS handheld is limited to 15 activity types, and each activity type name can have no more than 15 characters. If you are synchronizing activities with a Palm OS handheld, it is recommended that you set up a query in your Siebel application restricting the activities that are synchronized to 15 or fewer types, and limit the name of each of those types to 15 or fewer characters.

For more information about queries, see “Selecting Queries for Synchronized Data” on page 51.

Translation.txt can be modified to translate a Siebel application activity type that exceeds 15 characters into an abbreviated version for synchronization with a Palm OS handheld. If an activity record changes in the Palm OS handheld and it is reimported into your Siebel application, Siebel Client Sync will recognize the abbreviated activity type when the matching abbreviation is found in the translation.txt file. The abbreviated activity type will be translated back to the value in your Siebel application.

If an activity type (or any other LOV display value handled by translation.txt) is longer than 15 characters and is not abbreviated for the Palm OS handheld in translation.txt, then Siebel Client Sync will truncate it. This will cause problems during import of the activity record. The truncated LOV display value derived from the Palm OS device will be validated against the untruncated LOV values in your Siebel application. The truncated version will not match. This will corrupt the incoming LOV value.



Activities and Calendar ItemsIn Siebel applications, activities and calendar items are Action records. From the perspective of Siebel applications, calendar items are a subset of activity items. Therefore, each calendar item is considered to be a type of activity item. When viewed in your Siebel application, all activity records (including records classified as calendar items) appear in the Activities view. Siebel Client Sync, however, allows you to synchronize calendar items and activity items separately. This is necessary for PIMs that treat calendar items and activity items as separate entities.

The value in the Display In field determines how an activity record created in the Siebel application is synchronized to the PIM. The record is treated in one of three ways: it is synchronized as a calendar item, it is synchronized as a task (To Do), or it is excluded from synchronization. Table 3 summarizes how activities created in the Siebel application are synchronized based on the value in the Display In field.

Similarly, when items are created in the PIM and synchronized with a Siebel application, Siebel Client Sync automatically sets the Display In field to the appropriate value depending on the PIM record type. Table 4 summarizes how the Display In field is set when a record, created in a PIM, is synchronized in the Siebel application.

When an activity is added to your Siebel application by synchronization from a PIM, the Display In field is set to To Do and Activities. If a user subsequently changes the Display In field to Calendar and Activities, the activity appears in the Siebel Calendar. During the next synchronization, this item is deleted from the PIM’s Activity list and added to the PIM’s Calendar.

Table 3. Synchronization of Siebel Activities with PIM Records

Siebel Display In Setting PIM Record Type

To Do and Activities To Do

Calendar and Activities Calendar

Activities Only Not Applicable. These activities are not synchronized.

Table 4. Synchronization of PIM Records with Siebel Activities

PIM Record Type Siebel Display In Setting

To Do To Do and Activities

Calendar Calendar and Activities



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Repeated Activities or Calendar ItemsSiebel Business Applications do not support repeated activities or calendar items that occur more than once a week—for example, every Tuesday and every Thursday. If you enter such an activity or calendar item in your PIM, create two separate items—for example, one that repeats every Tuesday and another that repeats every Thursday—before synchronizing with your Siebel application.

Activity Dates and TimesPIM activities that do not have dates assigned to them are synchronized with the Siebel application as is. The Siebel application does not add a default date or time to the activity. This is true for Due date, Start Date, and Planned Completion date, and this applies to both one-time and recurring activities.

In your Siebel application, if a date is associated with an activity, then there must be a time. If a PIM does not provide the time, then Siebel Client Sync assigns a time during synchronization. This time is not synchronized back to the PIM. By default, the time assigned by Siebel Client Sync is 12:01 a.m. However, the time value to be assigned is configurable. For information about changing this value, see “Setting Default Times for Imported Activities” on page 27.

Employee-to-Activity and Employee-to-Calendar RelationshipsIn Siebel Business Applications, an activity or calendar item can have multiple associated employees. For example, you may have an appointment in your Siebel calendar that has six employees associated with it—yourself and five other employees. If one of the other five employees deletes or declines the appointment in the PIM, Siebel Client Sync does not delete the appointment from the Siebel application. Siebel Client Sync simply removes the association of this employee with the appointment. The appointment continues to appear in your calendar and in the calendar of the remaining four employees. However, if you are the only employee associated with the appointment and you delete the appointment from your PIM, Siebel Client Sync deletes the appointment from your Siebel application.

Also, in Siebel Business Applications you can add other employees as participants to an activity or appointment. When those employees run Siebel Client Sync, that item appears in their PIMs.

About Contact Access Lists and SynchronizationFor a business contact to be accessible to Siebel Client Sync, the user who is synchronizing must be on the Access List for the contact in the Siebel application. Managers who want to synchronize the contacts in their My Team’s Contacts views must be added to the Access List for each of those contacts.

About Tag Bearer Fields for Accounts SynchronizationPersonal Contacts, Business Contacts, Accounts, and Employee records are mapped to a single section in supported PIMs. To distinguish among these four types of records, a field on the PIM is defined as the tag bearer.



When synchronization occurs, a value of {3} is written into this field for Accounts, a value of {4} is written to this field for Business Contacts, and a value of {5} is written into this field for Employees. No value is written in this field for Personal Contacts.

For information about which fields become tag bearers in PIMs, see Appendix A, “Field Mappings.”

About Synchronizing Contacts and AccountsSpelling variations in account names can determine whether a contact is correctly associated with an account, or if a new account is created in the Siebel application during synchronization. In addition, although a contact may be associated with many accounts, only the designated primary account associated with the contact is synchronized.

New Account Creation for Business ContactsIn some instances, synchronizing business contacts between Siebel applications and PIMs can result in the creation of new accounts in the Siebel database. Users are strongly advised to set the direction of business contact synchronization to Export Only during Siebel Client Sync configuration to prevent data quality issues that result from unintended variations in account names. In addition, system administrators can use the siebelsettings.cfg file to control import and export preferences. For details on this setting, see Appendix C, “Configuration Files.”

The following scenario illustrates how new accounts might be created under certain conditions.

Your PIM contains two new business contact records associated with the same company. The PIM records list the contacts as Janet Smith, Federal Processing, and Jason Young, Federal Processing Inc. When you begin the synchronization process, the two records from the PIM are written to the Siebel application.

■ The first record is written as Janet Smith. If the account Federal Processing exists, then Janet Smith is associated with this account. If the account does not exist, it is created, and Janet Smith is associated with the new account.

■ The second record is written as Jason Young. If the account Federal Processing Inc. exists, then Jason Young is associated with the account. If the account does not exist, a new account is created and Jason Young is associated with the new account.

Although Janet Smith and Jason Young work for the same company, they will not be associated with the same account in the Siebel application because the company names for each record in the PIM are not identical. If there is no match between account names in the PIM and account names in the Siebel application, new accounts are created.

Business Contacts Associated with Multiple AccountsSiebel applications support a many-to-many relationship between business contacts and accounts. For example, a contact such as a manufacturer’s representative might logically be associated with many customer accounts. However, during synchronization, only the primary account associated with a contact is written to the PIM. If a change occurs in the primary account for a contact associated with multiple accounts, the new primary account is written to the PIM.


Siebel Client Sync Overview ■ About Using Siebel Client Sync with GroupWise

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If a business contact record is created on the PIM, the company information associated with the record usually is written to the Siebel application as a new account, and the account is considered to be the primary account for the contact. The business address recorded in the PIM is the primary address for the new account.

However, if the company information in the new PIM business contact record exactly matches an existing account in the Siebel application, the new contact record will be associated with the existing account record, and no new account record will be created.

Exporting AccountsWhen a business contact is synchronized or exported, the account information associated with the contact is also synchronized or exported. When the account information is exported, it may result in duplicate information on the PIM. System administrators can edit the siebelsettings.cfg file to disable the account export option. For details on this setting, see Appendix C, “Configuration Files.”

About Using Siebel Client Sync with GroupWiseThis section details some special issues and limitations that apply to using Siebel Client Sync with GroupWise. GroupWise support is limited to Export Only for the following synchronization objects:

■ Business Contacts

■ Personal Contacts

■ Employees

■ Accounts

CAUTION: Before exporting Business Contacts, Personal Contacts, Accounts, or Employees from the Siebel application to GroupWise, administrators must modify siebelsettings.cfg. In siebelsettings.cfg, change the settings for “Contact - Personal Sync Type” and “Contact - Business Sync” from 3 to 2.

Restricted Data Transfer. GroupWise places more restrictions on Siebel Client Sync’s control of its data than other PIMs.

With few exceptions, GroupWise does not permit other applications to alter its records. Therefore, if you edit or delete items in your Siebel application that originated in GroupWise, you cannot expect to apply those edits or deletions back to GroupWise through synchronization. It is recommended that, if you use GroupWise as a PIM, you edit data in GroupWise and use your Siebel application as a backup or repository.

Group and Personal Tasks or Appointments. To change a group task or group appointment that originates in GroupWise, you must make the change in GroupWise. If a group task or appointment is created in GroupWise and later modified in your Siebel application, the change does not transfer to GroupWise. This does not apply to personal tasks and personal appointments.

For example, if a group task is created in GroupWise and the priority value is modified in your Siebel application, the change does not transfer to GroupWise (though Siebel Client Sync’s confirmation prompt indicates a change). For personal tasks, on the other hand, modifications made to the priority value in your Siebel application do transfer back to GroupWise.

Siebel Client Sync Overview ■ About Unicode Data Conversion


GroupWise Posted Reminders (and those that are not Posted) are always included in a resynchronization, even if the information has not changed.

Events. Timeless appointments, which GroupWise considers to be Events, transfer between Siebel applications and GroupWise as Posted Reminder Notes. Only GroupWise’s Subject, Start Date, and Message fields are transferred. Information contained in the Repeat and Alarm fields, for instance, is not transferred to GroupWise.

Activity Due Dates. If an activity that is transferred from your Siebel application does not have a due date, GroupWise fills the field with the current date.

Unsupported GroupWise Features. Siebel Client Sync does not support GroupWise’s Memo Pad, Groups, Alarms, Private, and Proxy features.

Interactions With Other PIMs. Using Siebel Client Sync with GroupWise on a computer where other PIMs are installed may cause unpredictable and undesired results.

CAUTION: When MS Outlook and GroupWise are installed on the same computer, synchronization to GroupWise does not work properly. Siebel Client Sync supports synchronization with GroupWise only on computers that do not have MS Outlook installed. If you use GroupWise as your PIM, then uninstall MS Outlook before running Siebel Client Sync.

About Unicode Data ConversionData in Siebel Server and data on client machines are generally encoded in different character sets. Data in Siebel Server is encoded in the Unicode character set, whereas data on client machines is typically encoded in some other character set determined by the locale setting. On Windows 2000 machines, the locale is set in Start > Settings > Control Panel > Regional Options.

Unicode is a universal character set and supports most of the world’s languages. In contrast, the locale on a client machine will support a small subset of languages. For example, the English (United States) locale supports English and the languages of Western Europe. However, it does not support many other languages including Japanese or Russian.

When data is synchronized between Siebel Server and a PIM, it must be converted from Unicode to the character set of the client machine. If the record cannot be converted to the character set of the client machine, the conversion fails. This is typically because there are characters in the Siebel Server data that are not supported in the character set of the client. For example, the data in Siebel Server may contain Japanese characters and the client locale may not support Japanese. At the end of the synchronization, the end user is notified through an error message if there were errors in the conversion. They can then view the error log file which provides a description of the records that were not successfully converted. The user must resolve the errors and synchronize the data again. See “About Resolving Conversion Errors” on page 57 for more information on the user’s options for resolving these conversion errors.


Siebel Client Sync Overview ■ About Unicode Data Conversion

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3 Administering Siebel Client Sync

Before the end user can synchronize using Siebel Client Sync, the administrator needs to complete tasks such as defining queries, creating filters, and establishing field mappings. This chapter covers the most common administration topics for Siebel Client Sync.

■ “Process of Deploying Siebel Client Sync” on page 21

■ “Researching Business Requirements for Synchronization” on page 22

■ “Choosing a Best Practice Configuration” on page 23

■ “Researching Any Business Component Changes” on page 25

■ “Determining Effects of BusComp Changes on Sync” on page 26

■ “Setting Default Times for Imported Activities” on page 27

■ “Configuring Siebel Client Sync” on page 27

■ “Establishing Field Mappings in the Translation.txt File” on page 29

■ “Setting Up Synchronization with a Localized PIM” on page 32

■ “Defining Queries in Siebel Applications” on page 32

■ “Setting Up a Default Connect String for Siebel Client Sync” on page 32

■ “Providing Users with Siebel Client Sync” on page 37

■ “Distributing Modified Siebel Client Sync Files” on page 38

Process of Deploying Siebel Client SyncTo deploy Siebel Client Sync, it is recommended that you perform the following tasks.

1 “Researching Business Requirements for Synchronization” on page 22

2 “Choosing a Best Practice Configuration” on page 23

3 “Researching Any Business Component Changes” on page 25

4 “Determining Effects of BusComp Changes on Sync” on page 26

5 “Setting Default Times for Imported Activities” on page 27

6 “Configuring Siebel Client Sync” on page 27

7 “Establishing Field Mappings in the Translation.txt File” on page 29

8 “Setting Up Synchronization with a Localized PIM” on page 32

9 “Defining Queries in Siebel Applications” on page 32

10 “Setting Up a Default Connect String for Siebel Client Sync” on page 32


Administering Siebel Client Sync ■ Researching Business Requirements for Synchronization

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11 “Providing Users with Siebel Client Sync” on page 37

12 “Distributing Modified Siebel Client Sync Files” on page 38

Information gathered in earlier tasks affects the amount of work and the kind of work to be done in later tasks, so it is recommended that the tasks be completed in the order listed here.

CAUTION: The first three digits in your Siebel Client Sync software version must match the first three digits in your Siebel Business Applications version. If there is a fourth digit, the Siebel Business Applications version must be greater than or equal to the Siebel Client Sync version. For example, you could use Siebel Client Sync version 7.8.1 with Siebel Business Applications versions 7.8.1 or 7.8.1.1. Differences in version that do not meet these criteria are not supported.

Due to limitations in the Siebel Client Sync technology, to upgrade you must uninstall your old version of Siebel Client Sync (formerly known as Siebel Sync), and then install and reconfigure and redistribute the new version of Siebel Client Sync as described in the process steps listed earlier in this topic. Obsolete versions of Siebel Client Sync configuration files may be useful for your reference as you reconfigure, but older configuration files such as tables.itb must not be combined with newer software. If your old tables.itb configuration file contained customizations, arrange for qualified Siebel personnel to make corresponding customizations in your new tables.itb file, and then deploy the file to Siebel Client Sync clients.

Researching Business Requirements for SynchronizationYour organization’s business requirements determine how Siebel Client Sync should be configured. Implementing a subset of the available functionality in Siebel Client Sync usually produces the best results. It is highly recommended that you work with Siebel personnel to clarify your business requirements and select a subset of Siebel Client Sync functionality to deploy. This task is a step in Process of Deploying Siebel Client Sync on page 21.

The task of researching your business requirements can be divided into three stages:

1 Selecting Sync categories to synchronize, export, or import.

2 Choosing whether to synchronize, export, or import each selected Sync category.

3 Determining which fields to synchronize, export, or import for each selected category.

These stages of the task are described in the following paragraphs.

Selecting Sync Categories to Synchronize, Export, or ImportSync categories broadly group the kinds of information that Siebel Client Sync can transfer between Siebel Business Applications and PIMs. By default, the following categories are available:

■ Accounts

■ Activities

■ Calendar

■ Contacts - Business

Administering Siebel Client Sync ■ Choosing a Best Practice Configuration


■ Contacts - Personal

■ Employees

Make a note of which of these information types you need transferred between Siebel applications and PIMs.

Choosing Export, Import, or SynchronizationAfter you determine which categories of information you need to transfer, determine in which direction or directions the information must be transferred, for each category. The available options are as follows:

■ Export. Transfer information from Siebel Business Applications to PIM only

■ Import. Transfer information from PIM to Siebel Business Applications only

■ Bidirectional synchronization. Transfer information in both directions

NOTE: You can import, synchronize, or export activities, contacts, and calendar data, but you must export account and employee data.

Make a note of the direction of information transfer you want for each category you will use.

Determining Which Fields to Synchronize, Export, or ImportWithin each category of information, Siebel Client Sync provides a set of preconfigured mappings between Siebel application fields and PIM fields. These mappings specify a default set of fields that can participate in Siebel Client Sync data transfers. The mappings are listed in Appendix A, “Field Mappings.”

For each Sync category, it is recommended that you use one of the two following approaches when considering whether to modify the set of fields that will transfer data:

■ Use the default field mappings provided with Siebel Client Sync

■ Reduce the number of fields that will participate in data transfers

If you need to modify any field mappings, make specific notes of the changes you will make and the reasons for making them.

Choosing a Best Practice ConfigurationAfter researching your organization’s business requirements, compare your initial configuration choices with the choices described in this topic. Make a note of any configuration changes that you decide to make or any configuration activities that you decide to perform.

This task is a step in Process of Deploying Siebel Client Sync on page 21.

The following paragraphs briefly describe a sample configuration for Siebel Client Sync and sample configuration activities that may help you to determine the configuration that will best serve your organization.


Administering Siebel Client Sync ■ Choosing a Best Practice Configuration

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Sample Best Practice ConfigurationThe configuration shown in Table 5 has been successfully and satisfactorily deployed for a number of Siebel customers, providing the best data quality, usability, and performance for the business requirements of those customers:

Sample Best Practice Configuration ActivitiesThe configuration activities discussed in the following paragraphs have been field-tested and have substantially contributed to best practice solutions. These activities can be broadly grouped into the following types:

■ Limiting data to be transferred

■ Limiting user configuration options

Each of these activity types is briefly described in the following paragraphs.

Limiting Data to be TransferredIt can be useful to limit both the volume and the types of information to be transferred, by carrying out the following configuration activities:

1 Early in the deployment process, create predefined queries (PDQs) in your Siebel Business Applications, to help limit the volume of information to be transferred.

2 Start Siebel Client Sync and verify that the PDQs you created are available in the Sync user interface.

3 Maintain these PDQs throughout the deployment process.

4 Once a PDQ has been established and first synchronization has occurred, do not change the PDQ.

CAUTION: Changing an established PDQ can result in loss or duplication of data on the PIM. For more information about this issue, see “Loss of Data After Change to Predefined Query” on page 96.

Table 5. Sample Best Practice Configuration for Siebel Client Sync

Siebel Client Sync Information Category Direction of Information Transfer

Accounts Do not synchronize

Activities Bidirectional synchronization

Calendar Bidirectional synchronization

Contacts - Business Export

Contacts - Personal Do not synchronize

Employees Do not synchronize

Administering Siebel Client Sync ■ Researching Any Business Component Changes


Limiting User Configuration OptionsIt can be useful to limit the configuration options available to end users.

NOTE: Siebel Client Sync lets you disable certain configuration options by editing designated configuration files. Such modifications do not change the Siebel Client Sync user interface—disabled options may still appear to be available. If you want to hide certain options from your users, rather than simply disabling them, contact Siebel Technical Support for assistance and information about the options that can be hidden.

The following activities can limit user configuration options:

■ Disable any Sync information categories that are not needed. This change can be made in the siebelsettings.cfg file. For more information about this file, see “Siebel Client Sync siebelsettings.cfg File” on page 87.

■ Disable support for any PIMs that are not needed. This change can be made in the siebelsettings.cfg file. For more information about this file, see “Siebel Client Sync siebelsettings.cfg File” on page 87.

■ Disable some or all Advanced settings. Possible candidates include field mappings, filters, confirmation, and conflict resolution. For more information about changing Advanced settings, see “Selecting Advanced Synchronization Options” on page 47.

Researching Any Business Component ChangesAfter deciding on how to configure Siebel Client Sync for your organization, you must research any changes that have been made to Siebel application business components. This task is a step in “Process of Deploying Siebel Client Sync” on page 21.

Siebel Client Sync is designed to interact with specific business components in Siebel Business Applications. Each Sync category interacts with a specific business component. Table 6 shows how Sync categories and Siebel Business Applications business components (BusComps) interact:

Table 6. Correspondences Between Sync Categories and Application BusComps

Siebel Client Sync Category Siebel Business Applications BusComp

Accounts Account

Activities Action

Calendar Action

Contact - Business Contact

Contact - Personal Contact(Personal)

Employees Employee


Administering Siebel Client Sync ■ Determining Effects of BusComp Changes on Sync

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Testing and certification of Siebel Client Sync is done using standard, unconfigured versions of these BusComps. If you use Siebel Tools to change anything in these BusComps, or if Siebel Systems has changed the BusComp to provide you with industry-specific applications, the changes are not automatically supported by Siebel Client Sync, but must be matched by an appropriate corresponding change in the Siebel Client Sync configuration.

Clones or copies of the BusComps listed in Table 6 are not supported by Siebel Client Sync. Changes made to these BusComps in support of industry-specific product lines also require Siebel Client Sync configuration changes.

In preparation for a deployment of Siebel Client Sync, note any changes made to the BusComps listed in Table 6, whether the change has been made by your organization or by Siebel Systems during development of industry-specific applications.

Determining Effects of BusComp Changes on SyncAfter you know if your Siebel implementation contains any BusComp changes, you must determine whether those changes affect the data you will be synchronizing. This task is a step in “Process of Deploying Siebel Client Sync” on page 21.

Changes are required to Siebel Client Sync configuration for any of the following common BusComp changes, if the changed BusComp corresponds to a Sync category that you will be using.

■ Creation of a new field, which can be any of the following subtypes:

■ New required field (any field type except List of Values)

■ New calculated field

■ New single-value field

■ New multi-value field (MVG)

■ Change to existing field name

■ Change to existing field properties other than field name

■ Change to available values in an existing List of Values (drop-down list) field

Make a note of any BusComp changes that will require changes to Siebel Client Sync configuration. Configuration of Siebel Client Sync is done using a variety of files that do not interact with Siebel Tools in any way. Contact Siebel Technical Support for assistance in configuring Siebel Client Sync to match BusComp changes.

Administering Siebel Client Sync ■ Setting Default Times for Imported Activities


Setting Default Times for Imported ActivitiesWhen you know how you want to configure Siebel Client Sync, you can proceed to make any needed configuration changes. In addition to the configuration choices discussed in previous topics, you have the option of configuring the default time that Siebel Client Sync assigns to certain PIM activities when those activities are imported into the Siebel application. This task is a step in “Process of Deploying Siebel Client Sync” on page 21.

If a PIM activity is associated with a date but not a time, Siebel Client Sync assigns a default time to the activity when it is imported into a Siebel application. This time is not synchronized back to the PIM. By default, the time assigned by Siebel Client Sync is 12:01 a.m. The following procedure describes how to change the time value that Siebel Client Sync assigns.

To modify the default time Siebel Client Sync assigns to imported activities

1 Navigate to the following location on the Siebel Server that Siebel Client Sync users connect to:

DriveLetter:\SiebelReleaseDir\siebel_server\BIN

2 Use a text editor to open the pimsyncserver.cfg file.

3 In the [DefaultTaskTimes] section of the file, change the following settings:

[DefaultTaskTimes]StartTime = 000100 EndTime = 000100PlannedCompletion = 000100

NOTE: Use 24-hour HHMMSS formatting for the times you specify. Do not add additional characters such as colons. The times you specify will affect all Siebel Client Sync users who synchronize with the Siebel Server that contains the pimsyncserver.cfg file you edit.

4 Save your changes.

Configuring Siebel Client SyncAfter completing the planning activities described in the previous sections, you can proceed to install Siebel Client Sync on an administrator’s computer and then make configuration changes to customize Siebel Client Sync. This task is a step in “Process of Deploying Siebel Client Sync” on page 21.

In a later part of the deployment process, you will distribute the configuration changes to end users. For instructions on installing Siebel Client Sync, see “Installing Siebel Client Sync” on page 39.

NOTE: Although configuration changes that are made by an administrator and distributed to end users affect the functionality available to the users, each user must still select synchronization options for Siebel Client Sync, as described in “About Preparing for Synchronization” on page 42. After selecting synchronization options and performing synchronization for the first time, users should not change their configuration choices. Under some circumstances, post-synchronization changes to Siebel Client Sync configuration can result in loss or duplication of data.


Administering Siebel Client Sync ■ Configuring Siebel Client Sync

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You can customize certain features of Siebel Client Sync by modifying the configuration files listed in Table 7. For example, the siebelsettings.cfg file and the pimsync.cfg file limit users’ access options.

The following procedure briefly describes how to change configuration files.

To change a Siebel Client Sync configuration

1 Navigate to DriveLetter:\SiebelReleaseDir\SyncDir\BIN and open the configuration file with the settings you want to change.

2 In the file, find the desired settings and change them.

3 Save your changes and close the configuration file.

4 Test the changes thoroughly before distributing the file to your end users.

For configuration changes related to BusComp modifications, or to hide (rather than disable) certain Siebel Client Sync options, contact Siebel Technical Support for assistance.

NOTE: You cannot customize the error messages that may appear during synchronization.

The next two sections, “Establishing Field Mappings in the Translation.txt File” and “Setting Up Synchronization with a Localized PIM,” provide additional information about configuration changes you can make.

Table 7. Siebel Client Sync Configuration Files

Field Comments

translation.txt Contains information on how to modify PIM and Siebel application data values to meet each other’s requirements when a transfer of data from one application to another occurs. For example, 1-ASAP is a valid entry for Priority in Siebel applications, but not for MS Outlook. Translation.txt translates the 1-ASAP value from the Siebel application to a value that is valid for MS Outlook.

siebelsettings.cfg Controls the synchronization process. Enables or disables the import and export options, the available Sync categories, the available Sync PIMs, and other configuration options. For more information about this file, see “Siebel Client Sync siebelsettings.cfg File” on page 87.

pimsync.cfg Determines the queries that expose Siebel applications data to Siebel Client Sync, and whether your users can change them. For more information about this file, see “Siebel Client Sync pimsync.cfg File” on page 89.

siebel.ini Starts the Lotus Notes and Palm OS handheld installers.

Administering Siebel Client Sync ■ Establishing Field Mappings in the Translation.txt File


Establishing Field Mappings in the Translation.txt FileSometimes, a field value in your Siebel application will have to be translated into a value in your PIM application. For example, the Status field in your Siebel application has choices such as Declined, In Progress, Done, Cancelled, On Hold, Acknowledged, and Not Started. The corresponding Status field in MS Outlook has choices such as Deferred, In Progress, Completed, Waiting on Someone Else, and Not Started.

In these situations, the translation.txt file allows you to specify, for each Siebel applications value, a corresponding PIM value. The translation.txt file provided with Siebel Client Sync contains PIM translations for many Siebel application field values. You can edit the file to modify values for any field that is already listed in the file, but Siebel Client Sync does not support the addition of more fields to translate. This topic describes how to modify the translation.txt file. This task is a step in “Process of Deploying Siebel Client Sync” on page 21.

The translation.txt file is organized into multiple sections, one for each supported PIM. Within each section, the fields to be translated are listed along with their default values and their translations. If a value is not specified in the list of translations, then that field will take on the default value shown.

NOTE: Siebel applications LOV (List of Values) entries in translation.txt must match the actual LOV entries in your Siebel application. If any of the LOV values in your Siebel application have been changed for any of the LOV fields in translation.txt, then translation.txt must be updated with the same changes.

Each language has its own translation.txt file, with values in that language. Each language’s translation.txt file appears in the DriveLetter:\SiebelReleaseDir\SyncDir\BIN\Language directory, where Language represents the three-letter identifier for that language. For example, a typical English directory for a Siebel application of version 7.5.2 is C:\sea752\pimsync\BIN\enu. For a list of language identifiers and the languages they represent, see System Requirements and Supported Platforms on Siebel SupportWeb.

A copy of the translation.txt file is installed on each client where Siebel Client Sync is installed (DriveLetter:\SiebelReleaseDir\SyncDir\BIN\Language). The file is also installed on the server when Siebel Server is installed (DriveLetter:\SiebelReleaseDir\siebel_server\BIN\Language).

CAUTION: The file on the server and client must be identical in order for Siebel Client Sync to use the correct default values. If you modify the server version of translation.txt, the client version of translation.txt must be updated so that client and server files are identical.

The following “Example from Translation.txt” shows a section of the English translation.txt file that specifies a field and list of values mapping between Siebel Business Applications and MS Outlook. For a complete example of the translation.txt file, see Appendix B, “Sample Translation.txt File.”

Example from Translation.txt[Field]



30

Name = StatusInbound Default = NULLOutbound Default = NULLInbound Null Default = NULLOutbound Null Default = NULL

[Translations]

Declined = DeferredIn Progress = In ProgressDone = CompletedCancelled = DeferredOn Hold = Waiting on someone elseAcknowledged = Not StartedNot Started = Not Started

NOTE: In cases where the translation is a numeric value that represents a priority, the Siebel Client Sync engine interprets 0 as a No Priority setting. Siebel Client Sync cannot process a No Priority value, so it adjusts the value to 1. This value is then sent on to the connectors or translators.

The following procedure describes how to specify a translation for a new value in an existing list of values (LOV) in a Siebel application.

To add a list of values translation

1 Navigate to the appropriate DriveLetter:\SiebelReleaseDir\siebel_server\BIN\Language directory and open the translation.txt file.

2 Locate the PIM application you will use, the object that contains the list of values that has been changed, and field name for that list of values.

3 Under the [Translations] header for the selected combination of PIM, object, and field name, add one or more translations, using the following format:

Siebel_value = PIM_value

4 Save your changes and close the translation.txt file.

5 Test the changes thoroughly before distributing the file to your end users.

Mapping Business Contacts to MS Outlook CategoriesIf you would like to have business contact information use the Categories feature in Microsoft Outlook, it is possible to add a Category field in your Siebel application, which can be mapped to the Microsoft Outlook Category setting. Under certain circumstances, you can accomplish this using only the Translation.txt file. The required circumstances are as follows:

■ The Siebel Client Sync category “Contact - Business” must be configured for Export (not for Import or Bidirectional Synchronization).

■ On the PIM, at synchronization, Siebel Client Sync will assign the same value to each business contact record. (For example, each record is assigned to the Outlook category called “Business.”)



The following procedure briefly describes how to create this kind of mapping.

NOTE: If your Contact - Business category is not configured for Export, or if you want to use a range of category values for different business contact records, you must contact Siebel Systems for assistance.

To populate the MS Outlook Category setting with a fixed value for exported business contacts

1 Use Siebel Tools to add a new single value field for category data to the Contact business component of your Siebel application.

For information about creating fields for Siebel applications, see Configuring Siebel Business Applications.

2 In the Translation.txt file, locate the following section:

[System]

Name = MS Outlook

[Object]

Name = Contacts - Business

3 In this section, add a new [Field] subsection, as follows.

This example assumes that the field created in Step 1 was called “Category” and the category value to be assigned is “Business.”

[Field]

Name = CategoryInbound Default = NULL Outbound Default = Business Inbound Null Default = NULL Outbound Null Default = NULL

4 Distribute the modified Translation.txt file to users.

5 Instruct users to configure the Siebel Client Sync category “Contact - Business” for Export, as described in “Selecting Synchronization Options” on page 42.

MS Outlook Category settings will be populated at synchronization.


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Setting Up Synchronization with a Localized PIMThe translation.txt file defines the options that are available in the Siebel Client Sync dialog box. Each supported language version of your Siebel application has a corresponding translation file in the DriveLetter:\SiebelReleaseDir\SyncDir\BIN\Language directory, where Language represents the three-letter identifier for that language. For example, the translation.txt file that comes with the English version 7.8 of Siebel Client Sync is stored in C:\program files\siebel\7.8\Siebel Sync\BIN\enu by default; the translation.txt file that comes with the German-language version 7.5.2 of Siebel Client Sync is stored in C:\program files\siebel\7.8\Siebel Sync\BIN\deu.

The DriveLetter:\SiebelReleaseDir\SyncDir\BIN\enu directory contains a translation.txt file appropriate for use between an English version of your Siebel application and an English version of a PIM. If you want to synchronize an English version of your Siebel application with a German version of a PIM, you can change the translation.txt file so that it shows the appropriate German translations for the PIM. In the translation.txt file, leave the items on the left in English and change the items on the right to German. This task is a step in “Process of Deploying Siebel Client Sync” on page 21.

Defining Queries in Siebel ApplicationsSiebel queries allow your users to limit the information that is exported from a Siebel application during the synchronization process. As an administrator, you can define queries for contacts, employees, activities, and so on, to help your users with this task. The task of defining these queries is a step in “Process of Deploying Siebel Client Sync” on page 21.

Because many users can store hundreds or thousands of contacts in their Siebel application, you should define a default contacts query to minimize the number of business contacts exported from your Siebel application to your PIM. Such a query might, for example, export the business contacts for a single account, all contacts that the user has created, or all contacts marked with some unique identifier.

For instructions on setting up a predefined query in Siebel Business Applications, see the chapter on application administration tasks in Applications Administration Guide.

After defining a query in your Siebel application, you can establish it as a default in Siebel Client Sync by specifying it in the configuration file pimsync.cfg. For more information, see “Siebel Client Sync pimsync.cfg File” on page 89.

Setting Up a Default Connect String for Siebel Client SyncThis topic describes the elements in the Siebel Client Sync connect string and provides instructions for setting up a default connect string for your Siebel Client Sync users. The connect string is a required setting that specifies how Siebel Client Sync can communicate with your organization’s Siebel Business Applications. The default connect string setting resides in a configuration file, Pimsync.cfg, that must be placed on the computer of each Siebel Client Sync user. Setting up a default connect string is a step in “Process of Deploying Siebel Client Sync” on page 21.

Administering Siebel Client Sync ■ Setting Up a Default Connect String for Siebel ClientSync


About the Siebel Client Sync Connect StringBeginning with Siebel Release 7.7, the connect string that allows Siebel Client Sync to communicate with your Siebel Business Applications has the following format:

siebel.network.encryption.compression://host:port_number/enterprise/objmgr

The values in the connect string are explained in Table 8. Use this information to decide on default connect string values that are appropriate for your Siebel Client Sync users.

Table 8. Connect String Parameters

Value Comments

network Network protocol used for communication between Siebel Client Sync and your Siebel Business Applications. Specify the value tcpip.

encryption Type of encryption used for communication between Siebel Client Sync and your Siebel Business Applications. Specify the value none.

compression Type of data compression used for communication between Siebel Client Sync and your Siebel Business Applications. Specify the value none.

host The value you must use for the host portion of the connect string depends on your Siebel system configuration:

■ If your Siebel system configuration contains only one Siebel Server, specify the host name or IP address of the computer where the Siebel Server is running.

■ If your Siebel system configuration contains multiple Siebel Servers and uses third-party load balancing, specify the virtual IP address of the third-party load balancer. For more information about setting up third-party load balancing, see Deployment Planning Guide.

■ If your Siebel system configuration contains multiple Siebel Servers and uses Siebel native load balancing, specify the host name or IP address of any computer where a Siebel Server is running.

NOTE: Siebel Client Sync currently does not support the use of Siebel native load balancing. The instruction given in the previous paragraph will direct Siebel Client Sync communications to the specified individual Siebel Server.


Administering Siebel Client Sync ■ Setting Up a Default Connect String for Siebel Client Sync

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For example, the connect string for a Siebel enterprise with only one Siebel Server might look as follows, if 111.222.33.44 is the IP address of a Siebel Server host machine that runs SCBroker on port 2321:

siebel.tcpip.none.none://111.222.33.44:2321/siebel/SSEObjMgr_enu

The connect string for a Siebel enterprise using third-party load balancing might differ only slightly, but here 111.222.33.44 represents the virtual IP address of the third-party load balancer, and 2322 represents the virtual port for that load-balancer:

siebel.tcpip.none.none://111.222.33.44:2322/siebel/SSEObjMgr_enu

:port_number The value you must use for the :port_number portion of the connect string depends on your Siebel system configuration:

■ If your Siebel system configuration contains only one Siebel Server, specify the port number for SCBroker on that server. The default port for SCBroker is 2321.

■ If your Siebel system configuration contains multiple Siebel Servers and uses third-party load balancing, specify the virtual port number in the third-party load balancer that maps to the physical machines running the Siebel server.

■ If your Siebel system configuration contains multiple Siebel Servers and uses Siebel native load balancing, specify the port number that SCBroker uses on the Siebel Server that you specified for the host portion of the connect string.

NOTE: Siebel Client Sync currently does not support the use of Siebel native load balancing. The instruction given in the previous paragraph will direct Siebel Client Sync communications to the individual Siebel Server that you specify as the host.

enterprise Name of your Siebel enterprise. A typical value is siebel.

objmgr Specifies the Siebel applications business component (Object Manager) that Siebel Client Sync will interact with. The value you specify here must match the name of the component on your Siebel Server; if the component on your server includes a three-letter language code, include the same code in the objmgr portion of the Siebel Client Sync connect string. For example, a typical objmgr value for Siebel Sales would be SSEObjMgr_enu, and a typical objmgr value for Siebel Call Center would be SCCObjMgr_enu.

Table 8. Connect String Parameters

Value Comments

Administering Siebel Client Sync ■ Setting Up a Default Connect String for Siebel ClientSync


Distributing a Default Connect String to Siebel Client Sync UsersOnce you have determined the connect string your users will need, you can choose between two methods of delivering it to your users. Both choices eventually place the connect string in the Pimsync.cfg configuration file, which provides users with a default connect string when they start Siebel Client Sync. Your circumstances may make one choice more appropriate than the other, as described in the following paragraphs:

■ Using Siebel.ini to deliver Pimsync.cfg to users. When each user installs Siebel Client Sync, a Pimsync.cfg file is created on that user’s computer as part of the installation process. This Pimsync.cfg file includes a default connect string setting. The value of this default connect string is based on settings in the [Default] section of the siebel.ini file that is located in the directory that contains the base Siebel Client Sync installer. As an administrator, if you assign values to certain settings in the siebel.ini file, you automatically modify the value of the default connect string that will be created in each user’s Pimsync.cfg file during Siebel Client Sync installation. Use this choice if you are delivering a major release in which the connect string is the only thing you need to customize in your users’ Pimsync.cfg files. The procedure for using this choice appears later in this topic.

■ Delivering Pimsync.cfg directly to users. In this choice, the administrator installs Siebel Client Sync and then directly modifies a copy of the Pimsync.cfg file. The modified Pimsync.cfg file must be distributed to each Siebel Client Sync user after that user installs Siebel Client Sync, so that the modified version of the file can overwrite the default version of the file that is created during the Siebel Client Sync installation. Use this choice if you are delivering a maintenance release or if you know that you will be customizing other Pimsync.cfg file elements (such as queries) in addition to the connect string. (Maintenance releases usually do not distribute the Pimsync.cfg file, so it must be distributed separately from the release.) The procedure for using this choice appears later in this topic.

Distributing a Default Connect String Using a Modified Siebel.ini FileThe following procedure describes how to set up a default connect string using the Siebel.ini file.

NOTE: For technical reasons, the setting names in the siebel.ini file do not exactly correspond to the terms used in Table 8 on page 33.

To set up a default connect string using the Siebel.ini file

1 Navigate to the directory that contains the base (non-language-specific) install.exe file for Siebel Client Sync.

2 Make a backup copy of the siebel.ini file that is located in this directory.

3 Use a text editor to open the siebel.ini file.

4 Locate the [Defaults] section of the file.

A subset of the [Defaults] section should look similar to the following:

[Defaults]GatewayHost = CHANGE_MEGatewayPort = 2320 Enterprise = siebelSiebelServer = CHANGE_ME


Administering Siebel Client Sync ■ Setting Up a Default Connect String for Siebel Client Sync

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ObjMgrComponent = SSEObjMgr_enuConnectionProtocol = tcpipConnectionEncryption = noneConnectionCompression = none

5 Using the instructions from Table 8 on page 33, modify values in the [Defaults] section of the siebel.ini file as follows:

a Set GatewayHost to your host value.

b Set GatewayPort to your port_number value.

c Set Enterprise to your enterprise value.

d Set SiebelServer to no value; that is, delete any value that appears after the equal sign (=), such as the placeholder value CHANGE_ME.

e Set ObjMgrComponent to your objmgr value.

f Make sure ConnectionProtocol is set to tcpip.

g Make sure ConnectionEncryption is set to none.

h Make sure ConnectionCompression is set to none.

Distributing a Default Connect String Using a Modified Pimsync.cfg FileThe following procedure describes how to set up a default connect string directly in a Pimsync.cfg file that can be distributed to Siebel Client Sync users.

To set up a default connect string directly in a Pimsync.cfg file

1 On an administrator’s computer, install Siebel Client Sync.

2 Locate the Pimsync.cfg file.

This file is typically located in the C:\Program Files\Siebel\7.8\Siebel Sync\BIN directory.

3 Open the file with a text editor.

4 Find or create the [Parameters] section of the file.

5 Enter the connect string in the [Parameters] section of the file.

6 If you plan to customize the Pimsync.cfg file in other ways, such as adding queries, make those changes now.

7 Save and close the file.

8 Distribute the file to users who have installed Siebel Client Sync.

Here is a sample excerpt from a Pimsync.cfg file, showing a connect string in the [Parameters] section:

Administering Siebel Client Sync ■ Providing Users with Siebel Client Sync


[Parameters]ConnectString = siebel.tcpip.none.none://111.222.33.44:2322/siebel/SSEObjMgr_enuLanguage = ENU

NOTE: This example shows a connect string for a third-party load-balanced environment, as described in Table 8 on page 33.

Providing Users with Siebel Client SyncWhen you have finished configuring and testing Siebel Client Sync on an administrator’s computer, the next step in the deployment process is to install Siebel Client Sync on your end users’ computers. This task is a step in “Process of Deploying Siebel Client Sync” on page 21.

Siebel Client Sync is a stand-alone Windows application that your users must install separately from the Siebel application. The procedures your users follow to install Siebel Client Sync differ depending on the PIM they want to synchronize with.

CAUTION: It is recommended that you install only one instance of Siebel Client Sync on each user’s computer. Installation of multiple versions of Siebel Client Sync on the same computer is not supported and may cause unpredictable and undesired results.

If your users’ PIM is Lotus Notes or a Palm OS handheld, Siebel Client Sync requires a connector installer to synchronize with the PIM. Installing Siebel Client Sync with the default or Typical option does not load the Lotus Notes connector installer or the Palm OS handheld connector installer. Installing Siebel Client Sync with the Custom option allows your users to install and run the Lotus Notes connector and the Palm OS handheld connector. When one of these options is selected during installation, Siebel Client Sync starts the appropriate connector installer, which installs the corresponding connector.

The Palm OS handheld connector installer is PilotConnectorinstall.exe. The Lotus Notes connector installer is LN5Install.exe. The Lotus connector installer also requires the file LN5Installres.dll. The Siebel Client Sync installer puts these files in the DriveLetter:\SiebelReleaseDir\SyncDir\BIN directory.

CAUTION: Siebel Client Sync PilotConnectorinstall.exe installs version 3.1.0.0 of userdata.dll. If you have Palm Desktop software newer than version 3.1.0.0 installed on your machine, do not overwrite existing DLLs during connector installation. Choose NO when asked if you want to overwrite the DLL file.

For the Siebel Client Sync installation procedures, see “Installing Siebel Client Sync” on page 39.

NOTE: If your Siebel implementation uses Enterprise Integration Manager (EIM) to generate users, then you must manually populate the Primary Position ID (PR_POSTN_ID) in S_CONTACT in order for Siebel Client Sync to function correctly for those users.


Administering Siebel Client Sync ■ Distributing Modified Siebel Client Sync Files

38

Distributing Modified Siebel Client Sync FilesIf your installation of Siebel Client Sync requires configuration changes, all Siebel Client Sync end users must receive copies of several modified configuration files, and the files must be placed in specific directories on the users' computers. This task is a step in “Process of Deploying Siebel Client Sync” on page 21. For information about which files to distribute, and where to place them, see Table 9.

If you have modified the translation.txt file, you must also place a copy of the modified translation.txt file on your Siebel Application Server, in the directory specified in Table 9. This is the only change you need to make on the server; all other files that the server needs for correct interaction with Siebel Client Sync are provided as part of the standard Siebel Server installation.

NOTE: The tables.itb configuration file may not need to be modified for some Siebel Client Sync deployments. Any modifications to this table should be made by Siebel Technical Support or other qualified Siebel personnel.

There are a number of actions you can take to distribute the modified files efficiently. Possibilities include:

■ Create a .bat file to distribute modified files to users.

■ Create a Web microsite or another network location that provides the files for downloading, possibly along with configuration instructions and release notes.

■ Use software such as SupportSoft to distribute modified files to users, and to verify that all the users have received the files.

Table 9. Destination Directories for Modified Sync Configuration Files

File Name Destination Directories

pimsync.cfg SiebelReleaseDir\SyncDir\BIN for users

siebelsettings.cfg SiebelReleaseDir\SyncDir\BIN for users

tables.itb SiebelReleaseDir\SyncDir\BIN for users

translation.txt SiebelReleaseDir\SyncDir\BIN\Language for users

and

SiebelReleaseDir\siebel_server\BIN\Language for the Siebel Application Server


4 Using Siebel Client Sync

This chapter describes the common end-user tasks and procedures for using Siebel Client Sync. Before end-user tasks can be performed, an administrator must set up and configure Siebel Client Sync. For information on setting up and configuring Siebel Client Sync, see Chapter 3, “Administering Siebel Client Sync.”

The information in this chapter is grouped into the following general categories:

■ “Installing Siebel Client Sync” on page 39

■ “About Preparing for Synchronization” on page 42

■ “Synchronizing Data” on page 52

■ “About Resolving Conversion Errors” on page 57

Installing Siebel Client SyncSiebel Client Sync is a stand-alone Windows application that you must install separately from your Siebel application.

CAUTION: Only a single instance of Siebel Client Sync in one language can be installed on your computer. If you install multiple instances on the same computer, Siebel Client Sync will not work. If you need to change the language of your Siebel Client Sync installation, first uninstall the current Siebel Client Sync, then reinstall it in the language you want.

If your PIM is Lotus Notes or a Palm OS handheld, Siebel Client Sync requires special connector software to synchronize with the PIM. Installing Siebel Client Sync with the Custom option, as described in the procedures that follow, provides the option to load this connector software.

If you use Lotus Notes or a Palm OS handheld, complete the following tasks before installing Siebel Client Sync:

■ For Lotus Notes, install Lotus Notes.

■ For a Palm OS handheld, first install the Palm HotSync Manager.

To begin installing Siebel Client Sync

1 Close all open applications.

2 Navigate to the directory that contains the network image for installing your Siebel application.

If you are not sure how to access the Siebel application’s installation files, consult with your system administrator.

3 Open the \Windows\Client\Siebel_Client_Sync directory.


Using Siebel Client Sync ■ Installing Siebel Client Sync

40

4 Double-click install.exe.

The InstallShield wizard opens.

5 In the Choose Setup Language dialog box, select the language you want and click OK.

6 In the Welcome to Siebel eBusiness Siebel Sync Setup dialog box, click Next.

7 In the Select Destination Directory dialog box, accept the default installation directory (such as C:\Program Files\Siebel\7.8\Siebel Sync) or enter a different installation directory. Click Next.

CAUTION: If you enter a different installation path, do not use any characters that are disallowed for a Siebel applications installation. Using these characters may cause the installation to fail. For a list of disallowed characters, see the Siebel Installation Guide for the operating system you are using.

The Setup Type dialog box appears.

8 Depending on the PIM with which you will synchronize, continue the installation by following the appropriate procedure listed in the table that follows.

To continue installing Siebel Client Sync for MS Outlook or GroupWise

1 In the Setup Type dialog box, select Typical or Compact, and then click Next.

NOTE: There is no difference between the Typical option and the Compact option in terms of what is installed.

2 In the Choose Languages dialog box, select the language you want, and then click Next.

The installation begins. The Setup Status dialog box shows the progress of the installation.

3 In the Event Log dialog box, click Next.

4 In the InstallShield Wizard Complete dialog box, click Finish.

The installation is completed. The installation program creates the necessary program shortcuts.

PIM Procedure

GroupWise “To continue installing Siebel Client Sync for MS Outlook or GroupWise”

Lotus Notes “To continue installing Siebel Client Sync for Lotus Notes” on page 41

MS Outlook “To continue installing Siebel Client Sync for MS Outlook or GroupWise”

Palm OS device “To continue installing Siebel Client Sync for a Palm OS Device” on page 41

Using Siebel Client Sync ■ Installing Siebel Client Sync


To continue installing Siebel Client Sync for Lotus Notes

1 In the Setup Type dialog box, select Custom, and then click Next.

The Select Components dialog box appears.

2 In the Select Components dialog box, leave the default check box selected, and also select the check box for Lotus Notes Connector, and then click Next.

3 In the Choose Languages dialog box, select the language you want and click Next.


When complete, the Lotus Notes 5.0 Installer dialog box appears, indicating the installation was completed successfully.

4 In the Lotus Notes 5.0 Installer dialog box, click OK to exit from the connector installation and complete the Siebel Client Sync installation.



The installation is complete. The installation program creates the necessary program shortcuts.

To continue installing Siebel Client Sync for a Palm OS Device

1 In the Setup Type dialog box, select Custom, and then click Next.

The Select Components dialog box appears.

2 In the Select Components dialog box, leave the default check box selected, and also select the check box for Palm Pilot Connector, and then click Next.

3 In the Choose Languages dialog box, select the language you want, and then click Next.


The Connector Installer dialog box for the Palm connector appears with a message asking whether or not to proceed with the installation.

4 In the Connector Installer dialog box, click OK.

A popup window shows the progress of the connector installation. When complete, the Connector Installer dialog box reappears, indicating the installation was completed successfully.

5 In the Connector Installer dialog box, click OK to exit from the connector installation and complete the Siebel Client Sync installation.



The installation is complete. The installation program creates the necessary program shortcuts.


Using Siebel Client Sync ■ About Preparing for Synchronization

42

About Preparing for SynchronizationBefore you synchronize your data, you must select your synchronization options and queries to limit the data that is synchronized to your PIM. The following topics provide information about preparing for synchronization:

■ “Selecting Synchronization Options” on page 42

■ “Selecting Advanced Synchronization Options” on page 47

■ “Excluding Private Data from Siebel Applications” on page 48

■ “Creating Filters for PIM Data” on page 49

■ “Selecting Queries for Synchronized Data” on page 51

If you use Lotus Notes in Island (Disconnected) mode as your PIM, see “Synchronizing with Lotus Notes in Island Mode” on page 56 for additional information about preparing for synchronization.

CAUTION: After you have configured your Siebel Client Sync software and performed your first synchronization, you should not change your Siebel Client Sync configuration. Under some circumstances, post-synchronization changes to a Siebel Client Sync configuration can result in loss or duplication of data.

Selecting Synchronization OptionsYou must select the types of Siebel applications data to synchronize and the Personal Information Manager (PIM) files to synchronize with them.

The starting point for Siebel Client Sync is the Siebel Sync dialog box, shown in Step 1 of the following procedure.

To begin selecting synchronization options

1 From the Windows Start menu, click Programs > Siebel Sync 7.8 > Siebel Sync.

The Siebel Sync dialog box appears as shown in the following figure.

2 In the Siebel Sync dialog box, enter your user name, password, and the connect string.

■ If your system administrator has set up a default connect string for you, it appears in the Connect to field.



■ If this field is blank, enter a connect string. Consult your system administrator about the correct connect string to use, or see “Setting Up a Default Connect String for Siebel Client Sync” on page 32 for more information.

During subsequent logins, the user name and connect string you enter will appear in the appropriate fields.

3 If you want to save your password so that you do not need to enter it each time you log into Siebel Client Sync, select the Save Password check box.

When you select Save Password, Siebel Client Sync encrypts the password and saves the encrypted text in DriveLetter:\SiebelReleaseDir\Siebel Sync\BIN\pimsync.cfg. Once the password is saved, when you start the application you will not see the Siebel Sync login dialog box. The encrypted password must be deleted in order for you to be able to access the login dialog box. To remove the encrypted password, delete “Password=<encrypted text>” under the [Parameters] section of the pimsync.cfg file.

4 Click OK.

A different Siebel Sync dialog box appears. The following figure is a Siebel Sync dialog box showing the list of categories that can be synchronized.

NOTE: Before starting synchronization, you can exit from Siebel Client Sync by clicking OK. Siebel Client Sync closes the dialog box without synchronizing.



44

5 Click Configure.

The Configure Translation dialog box appears as shown in the following figure. The dialog box shows the Siebel application screens that can be configured.

6 Select a Siebel applications screen that you want to synchronize with your PIM and click Choose.

The Choose Translator dialog box appears as shown in the following figure. The dialog box lists the translators for the PIMs.



7 Depending on the PIM with which you will synchronize, continue selecting synchronization options by following the appropriate procedure listed in the table that follows.

NOTE: Synchronization to multiple PIMs is not supported. You must configure all synchronization objects to a single PIM.

To continue selecting synchronization options for MS Outlook

1 In the Choose Translator dialog box, select MS Outlook in the Available Translators list.

A read-only Folder Name field and a Browse button appear in the lower part of the Choose Translator dialog box.

2 Click Browse.

The Choose Accounts Folders dialog box appears for the Siebel application synchronization object you selected as shown in the figure. This dialog box displays the folders in your MS Outlook that are available to synchronize with your Siebel application.

3 Navigate to the folder that contains the PIM data you want to synchronize.

4 Select the folder and click Add.

PIM Procedure

GroupWise “To continue selecting synchronization options for non-Outlook PIMs” on page 46

Lotus Notes “To continue selecting synchronization options for non-Outlook PIMs” on page 46

MS Outlook “To continue selecting synchronization options for MS Outlook” on page 45



46

5 In the message box that appears, click OK.

The folder appears in the Selected Folders list.

6 Select the folder you just added and click Default.

7 If other folders appear in the Selected Folders list, do one of the following:

■ For a folder that you do not want to synchronize with, select the folder and click Remove.

■ For a folder that you might want to synchronize with later, leave it in the Selected Folders list.

8 In the Choose Accounts Folders dialog box, click OK.

The Choose Translator dialog box reappears, with the Folder Name field displaying the name of the MS Outlook folder you selected.

9 In the Operation area of the Choose Translator dialog box, perform one of the following actions, and then click OK twice to return to the Siebel Sync dialog box.

■ To import data from a PIM to your Siebel application, click Import.

■ To export data from your Siebel application to a PIM, click Export.

■ To transfer data in both directions between your Siebel application and a PIM, click Synchronize.

NOTE: You can import, synchronize, or export activities, contacts, and calendar data. However, you can only export account and employee data.

10 Repeat “To begin selecting synchronization options” on page 42 and this procedure for each additional Siebel applications screen that you want to synchronize with your PIM.

To continue selecting synchronization options for non-Outlook PIMs

1 In the Choose Translator dialog box, select the PIM with which you want to synchronize from the Available Translators list.

2 In the Operation area of the Choose Translator dialog box, perform one of the following actions, and then click OK twice to return to the Siebel Sync dialog box.

■ To import data from a PIM to your Siebel application, click Import.

■ To export data from your Siebel application to a PIM, click Export.

■ To transfer data in both directions between your Siebel application and a PIM, click Synchronize.

NOTE: You can import, synchronize, or export activities, contacts, and calendar data. However, you can only export account and employee data.

3 Click OK twice to return to the Siebel Sync dialog box.

4 Repeat “To begin selecting synchronization options” on page 42 and this procedure for each additional Siebel applications screen that you want to synchronize with your PIM.



Selecting Advanced Synchronization OptionsIf you wish, you can also select advanced synchronization options, as described in the following procedure.

NOTE: Depending on the configuration choices made by your Siebel Client Sync administrator, certain advanced synchronization options may not be available. Consult your administrator for details.

To select advanced synchronization options


The Siebel Sync dialog box appears.

2 In the Siebel Sync dialog box, enter your user name, password, and connect string.

3 Click OK.

A different Siebel Sync dialog box appears.

4 Click Configure.

The Configure Translation dialog box appears.

5 Select a Siebel applications screen.

6 Select a PIM to synchronize with your Siebel application, if you have not already done so. See “Selecting Synchronization Options” on page 42.

7 In the Configure Translation dialog box, click Advanced.

The Advanced dialog box appears. It may display some or all the tabs that follow, depending on the area within your Siebel application you are synchronizing.

■ Activities. Specifies whether all PIM activities will be synchronized or just those that are pending. If you choose pending, PIM items that do not have the Completed flag selected will be synchronized.

■ Confirmation. Determines when and whether a confirmation prompt appears before a synchronization is completed.

■ Conflict Resolution. Determines how data conflicts detected during a synchronization are resolved.

■ Date Range. Determines the chronological range of dated items to be included in a synchronization.

■ Filters. Prevents information in the PIM from entering specified fields in your Siebel application. For more information about excluding private data using predefined filters, see “Excluding Private Data from Siebel Applications” on page 48. For more information about creating additional filters with characteristics you specify, see “Creating Filters for PIM Data” on page 49.



48

Excluding Private Data from Siebel ApplicationsTo prevent Siebel Client Sync from transferring information marked private in your PIM, you can select a predefined filter in Siebel Client Sync for each Siebel application’s synchronization object for which you want to exclude private PIM data. Table 10 shows the predefined private data filters available in Siebel Client Sync for each Siebel application’s synchronization object and PIM.

If you apply a filter, then records in your PIM that are marked private will not be synchronized with the Siebel application.

If you synchronize all data with your Siebel application (Private Filter is turned off), all contacts and activities come from the PIM into your Siebel application whether they are marked as private or not.

CAUTION: If you use filters, be sure to set them before initial synchronization. Setting filters after the first synchronization can result in data loss.

To exclude private information from Siebel Client Sync



2 In the Siebel Sync dialog box, enter your user name, password, and the database you want to connect to, and then click OK.


3 Click Configure.


4 If you have not done so already, configure your local Siebel Client Sync files for synchronization with MS Outlook, then return to the Configure Translation dialog box. See “Selecting Synchronization Options” on page 42.

Table 10. Predefined Filters for Private Data

Sync Object GroupWiseLotus Notes Outlook

Palm OS Device

Accounts ✔ ✔ ✔

Activities ✔ ✔ ✔ ✔

Calendar ✔ ✔ ✔ ✔

Contacts-Business

✔ ✔ ✔

Contacts-Personal

✔ ✔ ✔

Employees ✔ ✔ ✔



5 In the Configure Translation dialog box, select a Siebel applications screen from which you want to exclude private PIM data.

6 Click Advanced.

The Advanced Settings dialog box appears.

7 Select the Filters tab. The following figure shows the Filters tab of the Advanced Settings dialog box. The filters for the PIM are listed.

8 In the list on the Filters tab, select Exclude Private Data, and then click OK to return to the Configure Translation dialog box.

9 Click OK to return to the Siebel Sync dialog box.

Repeat the preceding steps for each Siebel applications synchronization object from which you want to exclude MS Outlook’s private data.

Creating Filters for PIM DataThe previous section, “Excluding Private Data from Siebel Applications” on page 48, described how to use predefined filters to exclude private PIM data from your Siebel application. You can also construct new filters to prevent records in your PIM from overwriting the corresponding ones in your Siebel application, if the contents of one or more fields do not meet the conditions that you specify. The following procedure describes how to construct such a filter.

To exclude PIM Information from a Siebel application



2 In the Siebel Sync dialog box, enter your user name, password, and connect string, and then click OK.




50

3 Click Configure.


4 If you have not done so already, configure your local Siebel Client Sync files for synchronization with your PIM, then return to the Configure Translation dialog box. See “Selecting Synchronization Options” on page 42.

5 In the Configure Translation dialog box, select a Siebel applications screen for which you want to create a filter, and then click Advanced.

The Advanced Settings dialog box appears.

6 Select the Filters tab and click New.

The Filter Name pop-up window appears.

7 In the field, enter a name for the filter and then click OK.

A dialog box appears. The following figure is an example of this dialog box with the following fields: Field, Operator, Value, and List of Filter Conditions.

a From the Field drop-down list, select the PIM field whose contents you want to filter before transferring to your Siebel application.

CAUTION: Do not define a filter using a PIM field that is not supported by Siebel Client Sync. A list of the supported fields appears in Appendix A, “Field Mappings.” Using custom filters with unsupported PIM fields may result in data loss in the Siebel application. You may have synchronized your data using a filter that excludes records from the synchronization. If so, do not change these filters. Doing so will result in data loss in the Siebel application or in the PIM.



b From the Operator field’s drop-down list, select an operator that specifies what you want to filter for.

Values that meet the criteria you specify will be synchronized. All other values will be excluded.

The choice of operators differs according to the type of field you select. For example, a flag field has an is true and is false operator. A text field, however, has multiple choices for identifying text contents.

c Click Add To List.

The field and operator you selected appear in the List of Field Conditions.

d If you want to add more conditions, repeat Step a through Step c.

8 If you created more than one condition, specify whether all conditions or a minimum of one condition must be met for the filter to apply. Click the Rules tab and select the appropriate radio button.

9 Click OK twice to return to the Configure Translation dialog box, and then click OK again to return to the Siebel Sync dialog box.

Repeat the preceding steps for each Siebel applications synchronization object for which you want to filter selected PIM data.

Selecting Queries for Synchronized DataYou can use a Siebel applications query to limit the amount of information that is synchronized between a Siebel application and your PIM.

To select queries for synchronized data



2 In the Siebel Sync dialog box, enter your user name, password, and connect string.

3 Click OK.


4 Under Category, select a Siebel applications screen for which you want to specify a query.

5 Under Siebel Query, click opposite the Category you selected.

A drop-down list appears.


Using Siebel Client Sync ■ Synchronizing Data

52

6 Click the drop-down list’s down arrow and select a query from the list, if available.

The following figure of the Siebel Sync dialog box shows a list of categories that can be synchronized and displays a list of queries for the Accounts category.

Siebel Client Sync can access Siebel queries for business and personal Contacts, Employees, Accounts, Activities, and Calendar. If you select the blank space, Siebel Client Sync does not use a query for that screen, and Select Query appears in the Siebel Query field for that screen.

NOTE: Your system administrator may have set one or more default queries. If so, these are already selected under Siebel Query.

In addition to predefined queries that come with your Siebel application, additional user-defined queries can also be created. These queries also appear in the drop-down lists. One of the predefined queries for Contacts and Employees is Sync List. By selecting this query, only those contacts and employees that have been added to the Sync List will be synchronized.

Synchronizing DataSiebel Client Sync allows you to synchronize Siebel applications data with compatible Personal Information Manager (PIM) files. The types of data available for synchronization in your Siebel application are the current user’s My Activities, My Calendar, My Contacts, My Personal Contacts, and My Accounts information. What actually gets synchronized depends on the options set and the queries selected. For more information, see “Selecting Synchronization Options” on page 42.

When you synchronize, Siebel Client Sync synchronizes the specified PIM with the selected Siebel applications synchronization objects.

NOTE: When you run Siebel Client Sync, you can import, synchronize, or export activities, contacts, and calendar data, but you can only export account and employee data.

Before synchronization is complete, you can view details about the data to be transferred between your Siebel application and your PIM. This gives you the opportunity to accept or reject the changes.



To run Siebel Client Sync

1 Make sure your Siebel application and PIM are running.

NOTE: If the PIM is a Palm OS device, follow the procedure in “Synchronizing with a Palm OS Handheld” on page 55.



3 Enter your user name, password, and connect string.

4 Click OK.


5 Click Synchronize.

Siebel Client Sync begins synchronizing data in your Siebel application with the data in your PIM. Messages about the progress of the synchronization appear in the lower half of the dialog box.

NOTE: While Siebel Client Sync is running, you can stop synchronization by clicking Cancel. No changes are made to your Siebel application or PIM records. The Cancel button is available only when synchronization is in progress.

For each synchronization object, when synchronization is finished, a confirmation dialog box appears. The following figure is an example of the Confirm Calendar Changes dialog box with a summary of the changes that will be made to the data in the PIM and to the data in the Siebel application.



54

6 In the Confirm Calendar Changes dialog box, click Details.

The Details for Confirm Calendar Changes dialog box appears as shown in the following figure, showing changes that will be made during synchronization. The rows in the upper list show the changes that will be made in your PIM. The rows in the lower list show the changes that will be made in your Siebel application.

7 Double-click a record under the Operation column in either list to see more details of the selected change.

The Additional Details for Confirm Calendar Changes dialog box appears with more information about the selected change. The following figure is an example of this dialog box, showing a list of fields, the former value of the field, and the value of the field if the changes are accepted.

NOTE: An exclamation point (!) at the start of a record identifies a change to existing information.

8 Click Close twice to return to the Confirm Calendar Changes dialog box.



9 Click Accept to accept the changes made during synchronization.

Siebel Client Sync completes the synchronization by writing the synchronized data to the Siebel application and PIM databases. If there are more synchronization objects left to synchronize, the process repeats.

To cancel synchronization from the Confirm Changes dialog box■ Use one of the following methods to cancel synchronization from the Confirm Changes dialog

box:

■ Cancel the changes made during synchronization by clicking Cancel.

Siebel Client Sync prevents all changes from being written to either the PIM database or the Siebel applications database.

■ Cancel the changes made during synchronization and synchronize again by clicking Re-sync.

Siebel Client Sync resets the PIM database and the Siebel applications database to the way they were before synchronization, then resynchronizes them.

The following topics provide additional information about synchronizing:

■ “Synchronizing with a Palm OS Handheld” on page 55

■ “Synchronizing with Lotus Notes in Island Mode” on page 56

■ “About Synchronizing Employees and Contacts on the Sync List” on page 56

■ “Starting Siebel Client Sync Automatically” on page 57

Synchronizing with a Palm OS HandheldWhen your Siebel application is configured for synchronization with a Palm OS handheld, the Synchronize button in the Siebel Sync dialog box is unavailable. Synchronization with a Palm OS handheld can only be initiated from the Palm device or the device’s cradle. It cannot be initiated from the desktop.

To synchronize with a Palm OS Handheld

1 Connect the Palm OS handheld cradle to your computer.

2 Put the Palm OS handheld in the cradle.

3 Press the Hot Sync button on the Palm OS handheld.

Siebel Client Sync opens and the Siebel Sync dialog box appears.

4 Log in to Siebel Client Sync, and acknowledge the dialog boxes as they appear.

For more information on HotSync, consult the documentation that accompanied your Palm OS handheld device.



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Synchronizing with Lotus Notes in Island ModeIf you use Lotus Notes in Island (Disconnected) mode as your PIM, there are particular requirements for successful synchronization with a Siebel application. For general instructions on preparing for synchronization and on synchronizing, see the following topics:

■ “About Preparing for Synchronization” on page 42

■ “Synchronizing Data” on page 52

The following procedure summarizes the additional steps required for synchronizing with Lotus Notes in Island (Disconnected) mode. For additional details on working with Lotus Notes, see the documentation provided by the manufacturer.

To synchronize with Lotus Notes in Island (Disconnected) mode

1 Open the Lotus Notes client.

2 Set the location mode to Island (Disconnected).

3 Create the activities you want to synchronize in the Lotus Notes To Do List, Calendar, or Mail.

4 Set the location mode to Office (Network).

5 Select File > Replication > Replicate to replicate the Lotus Notes Database.

6 Set the location mode to Island (Disconnected).

7 Close Lotus Notes.

8 If you have not already done so, prepare for synchronization by following the instructions in “About Preparing for Synchronization” on page 42.

9 Open Siebel Client Sync and synchronize by following the instructions in “Synchronizing Data” on page 52.

When these steps are correctly followed, records are synchronized correctly, regardless of whether the records were created in Lotus Notes Island (Disconnected) mode or in the Siebel application.

About Synchronizing Employees and Contacts on the Sync ListYou may selectively synchronize contacts and employees to your PIM by adding your user ID to the Sync List for specific contacts and employees in the Siebel application. During synchronization, select Sync List from the Siebel Query drop-down list. Siebel Client Sync will only synchronize those contacts and employees to which you have added your user ID.

Using Siebel Client Sync ■ About Resolving Conversion Errors


Starting Siebel Client Sync AutomaticallyAs a reminder to perform a synchronization, you may find it convenient to start the Siebel Client Sync application automatically when you log in to a Windows computer. The following procedure describes how to accomplish this.

NOTE: Although the Siebel Client Sync application can be started automatically, you must click Synchronize or press the Hot Sync button interactively to begin the actual process of synchronization. For this reason, the synchronization process cannot be completely automated through the use of a batch file or script.

To set up automatic starting for Siebel Client Sync (Windows)

1 Locate your Siebel Client Sync executable file, sspimsync.exe.

2 Use standard Windows techniques to create a shortcut to this file.

3 Edit the shortcut properties, and add the following information to the command line for the shortcut:

-u username -p password -host connectString

4 Place the shortcut in your Startup folder.

The following procedure describes how to exit from Siebel Client Sync after an automatic start, if you do not want to synchronize at that time.

To exit without synchronizing after an automatic start■ In the Siebel Sync dialog box, click OK.

About Resolving Conversion ErrorsData in Siebel Server is encoded in the Unicode character set and must be converted to the character set of your local machine in order for you to see the data in your application. There may be times when conversion errors occur because the Siebel data cannot be converted to the code page of your locale. (A locale refers to a set of user preferences related to the user’s language and cultural conventions, including the formats used for numbers, dates, currencies, and times.) For example, suppose your locale is set to English (U.S.) and the record being converted includes Japanese data. Since the English (U.S.) locale does not support Japanese, the record cannot be converted and it will not be synchronized.



58

At the end of the synchronization process, if there are conversion errors you will see an error message as shown in Figure 1.

You may view the conversion errors by clicking View Error Log. Figure 2 shows an example of the error log file that you will see.

The log file identifies the following for each record that did not successfully convert to the character set for your locale:

■ Record ID

■ Field names

Figure 1. Conversion Errors Message

Figure 2. Sample Error Log



■ Field values

■ Fields that failed the conversion process. These fields are indicated with an asterisk in the Failed column.

NOTE: You must view the log file using an application that can read and display Unicode UTF-8. For example, if you are using Windows 2000, you can use Notepad to view the file.

The log is located in the following file:

DriveLetter:\SiebelReleaseDir\SyncDir\BIN\pimerror.log

CAUTION: You must resolve these conversion errors to avoid a recurrence of the same errors and possible deletion of data with subsequent synchronizations.

It is recommend that you edit the records in the Siebel application and delete the characters that could not be converted, or replace the problematic characters with characters that are supported by your locale. For example, if your locale is English and Japanese characters are causing the conversion error, you can replace the Japanese characters with an equivalent word using Latin characters.

If you are unable to edit the records to eliminate the conversion errors, the alternative is to create a PDQ that excludes the records from synchronization. After you have created the PDQ, synchronize your data again, applying the PDQ. Your data should now synchronize with no errors. You must use the PDQ with all subsequent synchronizations to eliminate the same conversion errors.

If neither of these options works, contact your system administrator regarding your locale settings.

Viewing the Siebel Client Sync LogThe Siebel Client Sync log shows the status of your most recent synchronization. Any synchronization errors or warning messages appear in the log. Siebel Client Sync refreshes the log after each synchronization, so you should view the log at the end of each synchronization.

To create the log, turn on the logging function by editing the file iloptcfg.cfg, which is in the \BIN directory. In this file, set Trace = 1 and TIF = 500. This will cause logs to be generated in subsequent synchronizations.

For GroupWise, Lotus Notes, and MS Outlook synchronizations, the Siebel Client Sync log will be located in the following file:

DriveLetter:\SiebelReleaseDir\SyncDir\BIN\pttrace.log

If you are synchronizing to a Palm OS handheld, the Siebel Client Sync log is located in the root directory of the user's Palm Desktop application.

To view a Siebel Client Sync log



2 In the Siebel Sync dialog box, enter your user name, password, and the database you want to connect to.



60

3 Click OK.


4 Click the Log tab.

The Log tab shows the start and finish times of your last synchronization, and error messages if any. The following figure shows an example of these error messages.

For information on responding to synchronization errors, see Appendix D, “Troubleshooting Siebel Client Sync.”


A Field Mappings

This appendix documents how fields in Siebel applications are mapped to fields in Microsoft Outlook, Lotus Notes, and GroupWise and describes issues related to field mapping. The information in this appendix is grouped into two main categories:

■ “Field Mapping Issues” on page 61

■ “Field Mapping Tables” on page 63

Field Mapping IssuesThe following topics explain some issues related to field mapping:

■ “About Mapping to the Company and Account Fields” on page 61

■ “About Private Contact Records” on page 61

■ “About GroupWise Mapping Support” on page 62

■ “About Field Length Differences” on page 62

■ “About Field Value Overlaps” on page 62

■ “About Activity Types” on page 62

About Mapping to the Company and Account FieldsThe company field is not mapped and company information is not included during synchronization of Personal Contacts. For business contacts, the company field is mapped and synchronized.

In addition, the Account and the Account Site fields and the business address fields in Siebel Business Applications are not mapped to the PIM for Personal Contacts.

By default, contact records created in the PIM are synchronized to the Personal Contacts synchronization object in the Siebel application, unless they are tagged for synchronization to the Business Contacts object.

About Private Contact RecordsContact records designated on the PIM as Private are not written to the Siebel application during synchronization unless the user overrides the default private filter settings.

The Private filter is supported for each synchronization object (Activities, Personal and Business Contacts, Calendar, and so on) for Outlook and the Palm OS handheld. However, in Lotus Notes, the Private filter is only supported for Calendar and Activities synchronization objects.


Field Mappings ■ Field Mapping Issues

62

About GroupWise Mapping SupportGroupWise support is limited to Export Only for the following synchronization objects: Business Contacts, Personal Contacts, Employees, Accounts. Two-way synchronization with GroupWise is supported for Calendar and Activities only.

The Display Name field is a calculated field. GroupWise defines the value of Display Name to be the concatenation of the First Name, Middle Name, and Last Name fields. Do not customize the mapping of the Display Name field because you will get anomalous results when you synchronize.

About Field Length DifferencesSome differences may exist in the text lengths between fields in your Siebel application and fields in your PIM application. Before implementing Siebel Client Sync, determine whether this limitation will impact your business procedures.

For instance, the Siebel applications field Comments, in the Contacts screen, synchronizes with the MS Outlook field Notes. The Notes field holds much more text than the Comments field. If the text in the Notes field exceeds the Comments column text length, it will be truncated in the Siebel application during synchronization. Siebel Client Sync will then replace the full contents of the Notes field in MS Outlook with the truncated form from the Siebel applications Comments field.

If this could be a problem, you can require your users to limit the number of characters entered in the larger field to the maximum number of characters allowed in the smaller field.

About Field Value OverlapsOccasionally, two field values in a Siebel application map to one field value in the PIM, or the other way around. For example, the Siebel applications values of Declined and Cancelled both map to the MS Outlook value of Deferred.

In such a case, during synchronization from the Siebel application to MS Outlook, both values are translated as Deferred. During synchronization from MS Outlook to the Siebel application, the value that is displayed lower on the list of values will be used. In this case, Deferred in MS Outlook will become Cancelled in the Siebel application.

About Activity TypesThe default Siebel Business Applications contain 64 (or more) activity types. Field mappings for Siebel Client Sync include the Siebel applications Type field for Activities. Some PIMs support a small subset of the values for the type field, some PIMs support none of the values, while others support all the values. Siebel Client Sync’s Translation.txt file shows which PIMs support the field, which do not, and what the translations will be.

GroupWise does not support the Type field, so GroupWise does not have any translation settings. For other PIMs, such as MS Outlook, any of the 64 (or more) activity types can be used. Palm OS handheld has a limit of 15 types, which are as follows:

Field Mappings ■ Field Mapping Tables


■ Appointment

■ Best Action

■ Call

■ Demonstration

■ Depot Repair

■ Diagnosis

■ Diagnostic

■ Event

■ Field Repair

■ Installation

■ Meeting

■ Personal

■ Preparation

■ Presentation

■ To Do

If your Siebel application does not identify an activity as one of these types, that activity will not be included in synchronization with a Palm OS handheld.

Field Mapping TablesThe following tables show the mapping of fields from your Siebel application to supported PIMs across the kinds of data that are synchronized. N/A mapped in a PIM column means no field equivalent to the Siebel applications field exists in the PIM, and the values for that Siebel application field are not synchronized to the PIM.

■ “MS Outlook Field Mapping Tables” on page 63

■ “Palm OS Handheld Field Mapping Tables” on page 68

■ “Lotus Notes Field Mapping Tables” on page 73

■ “GroupWise Field Mapping Tables” on page 78

MS Outlook Field Mapping TablesThe tables in this section show field mappings between Siebel Business Applications and MS Outlook.



64

Table 11 shows the mapping of Siebel Accounts fields to MS Outlook Contacts fields.

Table 12 shows the mapping of Siebel Activities fields to MS Outlook Tasks fields.

Table 11. Accounts Field Mappings to MS Outlook

Siebel Accounts Field Outlook Contacts Field

<tag bearer> User Field 1

Account Company Name

Category1

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Account records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Categories values during synchronization. If your Siebel implementation requires full mapping between your PIM Categories field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Categories

City Business Address City

Country Business Address Country

Division Department

Language Code Language

Location Office Location

Main Fax Number Business Fax Number

Main Phone Number Business Telephone Number

Postal Code Business Address Postal Code

State Business Address State

Street Address Business Address Street

Table 12. Activities Field Mappings to MS Outlook

Siebel Activities Field Outlook Tasks Field

Comment Body

Completed Date Date Completed

Completed Flag Completion Flag

Description Subject

Due Date Due Date

Percent Complete Percent Complete

Priority Priority

Private Private Flag

Start Date Start Date



Table 13 shows the mapping of Siebel Calendar fields to MS Outlook Calendar fields. Additional information about synchronizing MS Outlook All Day events follows the table.

The Siebel Calendar does not have a field corresponding to the All Day flag (check box) in Microsoft Outlook. In order to allow synchronization of Outlook All Day events, Siebel Client Sync uses the following conventions:

■ When an All Day event from Microsoft Outlook is synchronized with the Siebel Calendar, Siebel Client Sync records the event as having a start time and end time of 12:00 A.M., with start and end date values as specified in Microsoft Outlook. For single-day All Day events, this results in a Siebel Calendar entry that has both a start time and an end time of 12:00 A.M. on the same day.

■ If an event originates in Siebel Calendar and has a start time and end time of 12:00 A.M. on different days, Siebel Client Sync records the event as being a single-day All Day Event that repeats daily, beginning on the specified start date and ending on the specified end date.

CAUTION: Siebel Client Sync does not support the synchronization of repeating events that start and end on different dates. These types of events should be scheduled in Outlook as separate single-day repeating events, so that each repeating event has an end date that matches its start date.

Status Status

Type Categories

Table 13. Calendar Field Mappings to MS Outlook

Siebel Calendar Field Outlook Calendar Field

Alarm Date Alarm Date

Alarm Flag Reminder Set Flag

Alarm Time Alarm Time

Comment Body

Description Subject

Duration N/A

End Date End Date

End Time End Time

Location Location

Private Private


Start Time Start Time

Type Categories

Table 12. Activities Field Mappings to MS Outlook

Siebel Activities Field Outlook Tasks Field



66

Table 14 shows the mapping of Siebel Personal Contacts fields to MS Outlook Contacts fields.

Table 15 shows the mapping of Siebel Business Contacts fields to MS Outlook Contacts fields.

Table 14. Personal Contacts Field Mappings to MS Outlook

Siebel Personal Contacts Outlook Contacts


Assistant Assistant Name

Assistant Phone # Assistant Telephone Number

Category1

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Personal Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Categories values during synchronization. If your Siebel implementation requires full mapping between your PIM Categories field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Categories

Cellular Phone # Mobile Telephone Number

Comment Body

Email Address Email1 Address

Fax Phone # Business Fax Number

First Name First Name

Home Phone # Home Telephone Number

Job Title Job Title

Last Name Last Name

Middle Name Middle Name

Personal City Home Address City

Personal Country Home Address Country

Personal Postal Code Home Address Postal Code

Personal State Home Address State

Personal Street Address Home Address Street

Work Phone # Business Telephone Number

Table 15. Business Contacts Field Mappings to MS Outlook

Siebel Business Contacts Outlook Contacts


Account Company Name



Account Site Office Location

Assistant Assistant Name

Assistant Phone # Assistant Telephone Number

Category1 Categories

Cellular Phone # Mobile Telephone Number

City Business Address City

Comment Body

Country Business Address Country

Email Address Email1 Address

Fax Phone # Business Fax Number



Job Title Job Title

Last Name Last Name


Personal City Home Address City

Personal Country Home Address Country

Personal Postal Code Home Address Postal Code

Personal State Home Address State

Personal Street Address Home Address Street

Postal Code Business Address Postal Code

State Business Address State

Street Address Business Address Street


1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Business Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Categories values during synchronization. If your Siebel implementation requires full mapping between your PIM Categories field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Table 15. Business Contacts Field Mappings to MS Outlook

Siebel Business Contacts Outlook Contacts



68

Table 16 shows the mapping of Siebel Employees fields to MS Outlook Contacts fields.

Palm OS Handheld Field Mapping TablesThe tables in this section show field and list of values mappings between Siebel Business Applications and Palm OS handheld.

Table 17 shows the mapping of Siebel Accounts fields to Palm OS Address Book fields.

Table 16. Employee Field Mappings to MS Outlook

Siebel Employees Outlook Contacts


Category1

1. For Siebel Employee records, the Category field is called Categories for Outlook in the Business Component. Values for this field must be specified using Siebel Tools. The default value for the Categories for Outlook field is Employee.

Categories

Cell Phone # Mobile Telephone Number

Email Email1 Address



Last Name Last Name


Mr/Mrs Title

Pager # Pager Number

Position Job Title


Table 17. Accounts Field Mappings to a Palm OS Handheld

Siebel Accounts Palm Address Book

<tag bearer> Custom 4

Account Company

Category1 Category

City City

Country Country

Main Fax Number Fax

Main Phone Number Work



Table 18 shows the mapping of Siebel Activities fields to the Palm OS To Do fields.

Table 19 shows the Siebel Activities Field LOV mappings to the Palm OS To Do fields.

Postal Code Zip Code

State State

Street Address Address

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Account records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Category values during synchronization. If your Siebel implementation requires full mapping between your PIM Category field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Table 18. Activities Field Mappings to a Palm OS Handheld

Siebel Activities Palm To Do

Comment Note

Completed Date N/A

Completed Flag Complete

Description Description

Due Date Due Date

Priority Priority

Private Private

Status N/A

Start Date N/A

Type Category

Table 19. Activities Field LOV Mappings to a Palm Powered Device

Siebel Activities Field/Values Palm To Do Field/Values

Percent Complete Percent Complete

Equal to 100% Selected

Less than 100% Cleared

Priority Priority

1-ASAP 1

2-High 2

Table 17. Accounts Field Mappings to a Palm OS Handheld

Siebel Accounts Palm Address Book



70

Table 20 shows the mapping of Siebel Calendar fields to Palm OS Datebook fields. Additional information about synchronizing Palm OS No Time events follows the table.

3-Medium 3

4-Low 4, 5

Status N/A

Acknowledged Null

Cancelled Null

Declined Null

Done Null

In Progress Null

Not Started Null

On Hold Null

Table 20. Calendar Field Mappings to a Palm OS Handheld

Siebel Calendar Palm Datebook


Alarm Flag Alarm


Comment Note

Description Description

Duration Duration

End Date End Date

End Time End Time

Location Location

Private Private

Start Date Date


Type N/A

Table 19. Activities Field LOV Mappings to a Palm Powered Device

Siebel Activities Field/Values Palm To Do Field/Values



In the Palm Operating System (Palm OS), it is possible to define “No Time” events, which each take place on a particular day, but have no specified start or end time. When moving event information between the Palm OS and the Siebel Calendar, Siebel Client Sync handles No Time events as follows:

■ When a No Time event from Palm OS is synchronized with the Siebel Calendar, Siebel Client Sync sets both the start time and end time for the event to 12:00 A.M. on the specified day.

■ If an event originates in Siebel Calendar and has a start time and end time of 12:00 A.M. on different days, Siebel Client Sync records the multi-day Siebel Calendar event as a single-day Palm No Time event that repeats daily to occur on each of the specified days.

CAUTION: Siebel Client Sync does not support the synchronization of repeating events that start and end on different dates. These types of events should be scheduled as separate single-day repeating events, so that each repeating event has an end date that matches its start date.

Table 21 shows the mapping of Siebel Personal Contacts fields to Palm OS Address Book fields.

Table 21. Personal Contacts Field Mappings to a Palm OS Handheld

Siebel Personal ContactsPalm OS Handheld Address Book


Assistant Not mapped

Assistant Phone # Not mapped

Category1 Category

Cellular Phone # Mobile

Comment Note

Email Address Email

Fax Phone # Fax


Home Phone # Home

Job Title Title

Last Name Last Name


Personal City City

Personal Country Country

Personal Postal Code ZIP Code

Personal State State

Personal Street Address Address

Work Phone # Work



72

Table 22 shows the mapping of Siebel Business Contacts fields to Palm OS Address Book fields.

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Personal Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Category values during synchronization. If your Siebel implementation requires full mapping between your PIM Category field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Table 22. Business Contacts Field Mappings to a Palm OS Handheld

Siebel Business Contacts Palm OS Handheld Address Book


Account Company

Account Site Custom2

Assistant Not mapped


Category1 Category

Cellular Phone # Mobile

City City

Comment Note

Country Country

Email Address E-mail

Fax Phone # Fax


Home Phone # Home

Job Title Title

Last Name Last Name


Postal Code ZIP Code

Personal City Not mapped

Personal Country Not mapped

Personal Postal Code Not mapped

Personal State Not mapped

Personal Street Address Not mapped

State State



Table 23 shows the mapping of Siebel Employees fields to Palm OS Address Book fields.

Lotus Notes Field Mapping TablesThe tables in this section show field mappings between Siebel Business Applications and Lotus Notes.


Work Phone # Work

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Business Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Category values during synchronization. If your Siebel implementation requires full mapping between your PIM Category field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Table 23. Employee Field Mappings to a Palm OS Handheld

Siebel Employees Palm OS Address Book


Category1


Category

Cell Phone # Mobile

Email E-mail


Home Phone # Home

Last Name Last Name


Mr/Mrs Not mapped

Pager # Pager

Position Title

Work Phone # Work

Table 22. Business Contacts Field Mappings to a Palm OS Handheld

Siebel Business Contacts Palm OS Handheld Address Book



74

Table 24 shows the mapping of Siebel Accounts fields to Lotus Notes Address Book fields.

Table 25 shows the mapping of Siebel Activities fields to Lotus Notes Task fields.

Table 24. Accounts Field Mappings to Lotus Notes

Siebel Accounts Lotus Notes Address Book

<tag bearer> Children

Account Company

Category1

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Account records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Categories values during synchronization. If your Siebel implementation requires full mapping between your PIM Categories field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Categories

City Business City

Country Business Country

Division Department

Location Location

Main Fax Number Office Fax

Main Phone Number Office Phone

Postal Code Business Zip

State Business State

Street Address Business Street

Table 25. Activities Field Mappings to Lotus Notes

Siebel Activities Lotus Notes Task

Account Name N/A

Comment Description

Completed Date N/A

Completed Flag Completed?

Description Subject

Due Date Due Date

Percent Complete N/A

Priority Priority

Private Mark Private




Table 26 shows the mapping of Siebel Calendar fields to Lotus Notes Appointments fields. Additional information about synchronizing Lotus Notes All Day Events follows the table.

The Siebel Calendar does not have a field corresponding to the All Day Event entry type in Lotus Notes. In order to allow synchronization of Lotus Notes All Day events, Siebel Client Sync uses the following conventions:

■ When an All Day event from Lotus Notes is synchronized with the Siebel Calendar, Siebel Client Sync records the event as having a start time and end time of 12:00 A.M., with start and end date values as specified in Lotus Notes. For single-day All Day events, this results in a Siebel Calendar entry that has both a start time and an end time of 12:00 A.M. on the same day.

Status N/A

Type Category

Table 26. Calendar Field Mappings to Lotus Notes

Siebel Calendar Lotus Notes Appointment


Alarm Flag Alarm Flag


Comment Description

Description Subject

Duration N/A

End Date End Date

End Time End Time

Location Location

Private Mark Private

Start Date Begin Date

Start Time Begin Time

Type Category

Table 25. Activities Field Mappings to Lotus Notes

Siebel Activities Lotus Notes Task



76

■ If an event originates in Siebel Calendar and has a start time and end time of 12:00 A.M. on different days, Siebel Client Sync records the multi-day Siebel Calendar event as being a single-day All Day Event that repeats daily, beginning on the specified start date and ending on the specified end date.

CAUTION: Siebel Client Sync does not support the synchronization of repeating events that start and end on different dates. These types of events should be scheduled in Lotus Notes as separate single-day repeating events, so that each repeating event has an end date that matches its start date.

Table 27 shows the mapping of Siebel Personal Contacts fields to Lotus Notes Address Book fields.

Table 27. Personal Contacts Field Mappings to Lotus Notes

Siebel Personal Contacts Lotus Notes Address Book


Assistant Assistant


Category1

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Personal Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Categories values during synchronization. If your Siebel implementation requires full mapping between your PIM Categories field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Categories

Cellular Phone # Cell Phone

Comment Comment

Email Address eMail address

Fax Phone # Office Fax


Home Phone # Home Phone

Job Title Job Title

Last Name Last Name


Personal City Home City

Personal Country Home Country

Personal Postal Code Home ZIP

Personal State Home State

Personal Street Address Home Street

Work Phone # Office Phone



Table 28 shows the mapping of Siebel Business Contacts fields to Lotus Notes Address Book fields.

Table 28. Business Contacts Field Mappings to Lotus Notes

Siebel Business Contacts Lotus Notes Address Book


Account Company

Account Site Location

Assistant Assistant


Category1

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Business Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Categories values during synchronization. If your Siebel implementation requires full mapping between your PIM Categories field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Categories

Cellular Phone # Cell Phone

City Business City

Comment Comment

Country Business Country

Email Address Email Address

Fax Phone # Office Fax



Job Title Job Title

Last Name Last Name


Personal City Home City

Personal Country Home Country

Personal Postal Code Home ZIP

Personal State Home State

Personal Street Address Home Street

Postal Code Business ZIP

State Business State

Street Address Business Street




78

Table 29 shows the mapping of Siebel Employees fields to Lotus Notes Address Book fields.

GroupWise Field Mapping TablesThe tables in this section show field mappings between Siebel Business Applications and GroupWise.

Table 30 shows the mapping of Siebel Accounts fields to GroupWise Address Book fields.

Table 29. Employee Field Mappings to Lotus Notes

Siebel Employees Lotus Notes Address Book


Category1


Categories

Cell Phone # Cell Phone

Email eMail Address



Last Name Last Name


Mr/Mrs Title

Pager # Pager

Position Job Title


Table 30. Accounts Field Mappings to GroupWise

Siebel Accounts GroupWise Address Book

<tag bearer> Display Name

Account Organization/Company

Category1 Category

City City

Country Country

Main Fax Number Fax Number

Main Phone Number Office/Default Phone Number



Table 31 shows the mapping of Siebel Activities fields to GroupWise Task fields.

Table 32 shows the mapping of Siebel Calendar fields to GroupWise Appointment fields.

Notes Comments


State State


1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Account records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Category values during synchronization. If your Siebel implementation requires full mapping between your PIM Category field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Table 31. Activities Field Mappings to GroupWise

Siebel Activities GroupWise Task

Comment Message

Completed Date N/A

Completed Flag Completed

Description Subject

Due Date Due On

Percent Complete N/A

Priority Priority


Status N/A

Table 32. Calendar Field Mappings to GroupWise

Siebel Calendar GroupWise Appointment

Comment Message

Description Subject

Duration N/A

End Date End Date

End Time End Time

Location Place

Table 30. Accounts Field Mappings to GroupWise

Siebel Accounts GroupWise Address Book



80

Table 33 shows the mapping of Siebel Contacts fields to GroupWise Address Book fields.



Type N/A

Table 33. Business Contacts Field Mappings to GroupWise

Siebel Contacts GroupWise Address Book


Account Organization/Company

Account Site Department

Category1

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Business Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Category values during synchronization. If your Siebel implementation requires full mapping between your PIM Category field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Category

Cellular Phone # Cellular Phone Number

City City

Comment Comments

Country Country

Email Address E-mail Address

Fax Phone # Fax Number

First Name --First Name

Home Phone # Home Phone Number

Job Title Title

Last Name Last Name

Middle Name --Middle Name


State State


Work Phone # Office/Default Phone Number

Table 32. Calendar Field Mappings to GroupWise

Siebel Calendar GroupWise Appointment



Table 34 shows the mapping of Siebel Personal Contacts fields to GroupWise Address Book fields.

Table 34. Personal Contacts Field Mappings to GroupWise

Siebel Personal Contacts GroupWise Address Book


Category1

1. The current version of Siebel Client Sync assumes that no Category fields exist in Siebel Personal Contacts records. By default, for all PIMs, the Translation.txt file sets Inbound Default and Outbound Default values to NULL for virtual Category fields. This configuration preserves PIM Category values during synchronization. If your Siebel implementation requires full mapping between your PIM Category field and a custom Siebel Category field, contact Siebel Systems to obtain technical assistance.

Category

Cellular Phone # Cellular Phone Number

Comment Comments

Email Address E-mail Address

Fax Phone # Fax Number

First Name --First Name

Home Phone # Home Phone Number

Job Title Title

Last Name Last Name

Middle Name --Middle Name

Personal City City

Personal Country Country

Personal Postal Code ZIP Code

Personal State State

Personal Street Address Address

Work Phone # Office/Default Phone Number



82


B Sample Translation.txt File

The translation.txt file contains information on how to map PIM and Siebel data values to meet each application’s requirements when data is transferred from one application to another. This appendix includes an example of the translation.txt file.

Translation.txt Sample with ExplanationThe following shows a representative portion of the Translation.txt file, with explanatory comments.

[System]

Name = MS Outlook

; Name of the PIM application that the end user will be able to ; sync with. Possible values are MS Outlook, Lotus Notes 5.0/6.0/6.5, ; GroupWise, and Palm OS.

[Object]

Name = Activities

; Name of the type of information that the end user will be; synchronizing. Can be Activities, Accounts, Contacts, or Calendar.

[Field]

Name = Priority

; Name of the Siebel applications field that requires translation.

Inbound Default = 4-Low

; Default value that will come into the Siebel application, if; translations are listed below and no matches are found. This; currently includes null values. If the Siebel application requires ; a non-null value and the PIM does not or if the Siebel application ; has a constraint on the possible values and the PIM does not, this; default value can be used to set a value for the end user.

Outbound Default = 3

; Default value for this field when exporting from the Siebel; application. This is the value that will be applied to the field; when it is blank in the Siebel application.

Inbound NULL Default = 4-Low

; Not yet implemented. Will be used to set a default value on a null; value in the Siebel application.


Sample Translation.txt File ■

84

Outbound Null Default = 3

; Not yet implemented. Will be used to set a default value on a null; value in a PIM. (MS Outlook is the PIM in this case.)

[Translations]

1-ASAP = 12-High = 13-Medium = 24-Low = 3

; Translations to be applied to this field. The values on the left; are Siebel applications values. The values on the right are PIM; values. (MS Outlook is the PIM in this case.);; In the example above, two Siebel applications values translate into; a single MS Outlook value. When a value is translated from MS; Outlook into the Siebel application, the last listed (and ; applicable) value for this field will be selected. (In this case ; a 1 in MS Outlook will translate into a 2-High in the Siebel ; application.);; Siebel applications LOV (List of Values) entries in the; [Translations] sections must match the actual LOV entries in your; Siebel application. If any of the LOV values in your Siebel; application have been changed for any of the LOV fields in; translation.txt, then this file must be updated with the same; changes. This includes the values in the [Field] sections for; Inbound Default and Inbound NULL Default, except where Inbound; Default or Inbound NULL Default are assigned a value of NULL.

[Field]

Name = StatusInbound Default = NULLOutbound Default = NULLInbound Null Default = NULLOutbound Null Default = NULL

[Translations]

Declined = DeferredIn Progress = In ProgressDone = CompletedCancelled = DeferredOn Hold = Waiting on someone elseAcknowledged= Not StartedNot Started = Not Started

[Field]



Name = Percent CompleteInbound Default = NULLOutbound Default = 0Inbound NULL Default = NULLOutbound NULL Default = NULL

[Field]

Name = TypeInbound Default = To DoOutbound Default = NULLInbound Null Default = NULLOutbound Null Default = NULL

[Translations]

Activity-Channel = Activity-ChannelAdministration = AdministrationAnalyst = AnalystAppointment = AppointmentBest Actions = Best ActionsCall = CallCall - Inbound = Call - InboundCall - Outbound = Call - OutboundContact Behavior = Contact BehaviorCorrespondence = CorrespondenceCurrent Customer = Current CustomerCurrent Partner = Current PartnerDemonstration = DemonstrationDepot Repair = Depot RepairDiagnosis = DiagnosisEmail - Inbound = Email - InboundEmail - Outbound = Email - OutboundEvent = EventFax - Inbound = Fax - InboundFax - Outbound = Fax - OutboundFYI = FYIField Repair = Field RepairIn Store Activity = In Store ActivityIn Store Visit = In Store VisitInstallation = InstallationInformation Needed = Information NeededInstallation = InstallationInternal = InternalMaintenance = MaintenanceManager Review = Manager ReviewMarketing eEvent = Marketing eEventMeeting = MeetingMilestone = MilestoneNotes = NotesOther = OtherPaging = PagingPersonal = PersonalPossible Actions = Possible Actions



86

Preparation = PreparationPresentation = PresentationPreventive Maintenance = Preventive MaintenanceProspective Acquisition = Prospective AcquisitionProspective Customer = Prospective CustomerProspective Partner = Prospective PartnerPublic Relations = Public RelationsRecommended Activity = Recommended ActivityRecruiting = RecruitingReference - Call = Reference - CallReference - Testimonial = Reference -TestimonialReference - Visit = Reference - VisitResearch = ResearchResolution = ResolutionService = ServiceStock Transfer = Stock TransferStore Check = Store CheckTactic = TacticTechnical Support Follow-up = Technical Support Follow-upTo Do = To DoUpgrade = UpgradeVendor = VendorWeb - Inbound = Web - InboundWeb Update = Web Update


C Configuration Files

Siebel Client Sync reads the contents of siebelsettings.cfg and pimsync.cfg to determine the options that are presented to your users when they configure Siebel Client Sync. This appendix discusses both of these configuration files and provides examples of the files. This appendix also provides brief descriptions of some other configuration files that are seldom modified.

■ “Siebel Client Sync siebelsettings.cfg File” on page 87

■ “Siebel Client Sync pimsync.cfg File” on page 89

■ “Other Siebel Client Sync Configuration Files” on page 91

Siebel Client Sync siebelsettings.cfg FileThe settings in siebelsettings.cfg determine the PIMs available for synchronization and the types of synchronization (import, export, and synchronize) that are allowed. The default values for siebelsettings.cfg allow your users to synchronize with MS Outlook, GroupWise, a Palm OS handheld, and several versions of Lotus Notes. For each of these PIMs, the default setting for accounts and contacts is export only, and the default setting for calendar and activities is two-way synchronization. The siebelsettings.cfg file also allows you to show or hide certain user interface elements.

CAUTION: If you reconfigure Siebel Client Sync to hide user interface elements, make sure that you display at least one tab in any dialog box that uses tabs. If you do not, your users may experience unexpected or erroneous results.

The following shows the default content of the siebelsettings.cfg file. Comments within the file provide information about how to change available PIMs, available Sync categories, direction of data transfer, and other configuration options.

;*****************************************

; [Translators] Section

; List of translators

;

; count=4 - number of translators

;

; Format: key[x]=<TranslatorName>,<[0,1]>

;

; 1 - Allow to sync

; 0 - not allow to sync


Configuration Files ■ Siebel Client Sync siebelsettings.cfg File

88

;

[Translators]

count=4

key1=Lotus Notes 5.0/6.0/6.5,1

key2=MS Outlook,1

key3=PalmPilot Organizer,1

key4=GroupWise 6.0,1

;*****************************************

; [Option] Section

;

; Entry:

; Lock Mode 1 - Hide Advanced button and disable Choose button

; 0 - Show Advanced button and show Choose button

[Options]

Locked Mode=0

;*******************************************************

; Control the display option in the Configuration dialog box

; 1 - Show control

; 0 - Hide control

; ShowChoose - show/hide the Choose button

; ShowSettings - show/hide the Advanced button

; ShowFilters - show/hide the Filter tab

; ShowFieldMapping - show/hide the Field Mapping button

ShowChoose=1

ShowSettings=1

Configuration Files ■ Siebel Client Sync pimsync.cfg File


ShowFilters=1

ShowFieldMapping=1

ShowConfirmations=1

;*****************************************

; [Sync Sections] Section

; Determine the sync type per section

; 0 - No operation

; 1 - Import only

; 2 - Export only

; 3 - Sync

[Sync Sections]

Account Sync Type = 2

Appointment Sync Type = 3

Contact - Business Sync Type = 3

Contact - Personal Sync Type = 3

Employee Sync Type = 2

ToDo Sync Type = 3

Siebel Client Sync pimsync.cfg FileThe [SiebelQuery] settings in pimsync.cfg determine the queries that expose Siebel applications data to Siebel Client Sync and the rules for changing these queries. The MaxRecords settings determine the number of records that are synchronized for each synchronization object. The Parameters section provides information about the connect string, language and user, and the Target section specifies the PIM used with Siebel Client Sync.

The following sample text shows default content for the pimsync.cfg file.

[SiebelQuery]Contacts - Business=Activities=Accounts=

[Parameters]ConnectString = Language = UserName =


Configuration Files ■ Siebel Client Sync pimsync.cfg File

90

[MaxRecords]Accounts = 0Activities = 0Calendar = 0Contacts - Business = 0Contacts - Personal = 0Employees = 0

[SiebelPhoneNumbers]AddPrefixForUSANumbers=FALSEAddPrefixForInternationalNumbers=FALSE

[Target]Device =

Siebel Queries. The default values in pimsync.cfg present no default queries and provide users with full control over query selection.

The [SiebelQuery] section and its entries are added at runtime to record the Siebel queries selected by a user in the Siebel Sync dialog box. You can also set default queries by adding this section and entering a query name after the equals sign (=), as in the following example:

Contacts-Business=My Contacts for Export

MaxRecords. In the [MaxRecords] section, the values specify the maximum number of records that can be synchronized for each synchronization object. To allow all applicable data to be synchronized, it is recommended that the value of zero be used for all MaxRecords settings.

CAUTION: Choosing a non-zero MaxRecords value can result in data loss or data inconsistency. This problem occurs because synchronization is terminated for a given synchronization object whenever the number of records synchronized reaches a non-zero value for the corresponding MaxRecords setting, even if there are more records that need synchronization.

Phone Numbers. In the [SiebelPhoneNumbers] section, there are two settings that apply only to those users whose Windows Regional Settings is set to U.S.

■ AddPrefixForInternationalNumbers. When AddPrefixForInternationalNumbers = TRUE, then a +011 prefix is added to international phone numbers that are exported to the PIM. When an international phone number is imported into the Siebel application, the 011 is stripped from the phone number.

■ AddPrefixForUSANumbers. When AddPrefixForUSANumbers = TRUE, then U.S. phone numbers are exported to the PIM as 11-digit numbers. The format is 1, followed by a 3-digit area code, followed by a 9-digit number. When a U.S. phone number is imported into the Siebel application, the 1 is stripped from the phone number.

Parameters. In the [Parameters] section, the values for the settings are as follows:

■ Language indicates which language is installed for Siebel Client Sync. Do not change this setting. It will be installed with the correct value and must not be modified.

■ ConnectString is where you can enter a default connect string. If no default is entered, this setting records the connect string a user enters while logging on if the user saves it. It is recommended that you create the correct Connect String and distribute it to your Siebel Client Sync users.

Configuration Files ■ Other Siebel Client Sync Configuration Files


■ UserName displays the user name of the person who used Siebel Client Sync last. For example, UserName = ccarter if ccarter was the last user to log in to Siebel Client Sync.

Target. The [Target] section is added at runtime to record the Siebel PIM selected by a user for synchronization. For example:

Device = PalmPilot Organizer

Other Siebel Client Sync Configuration FilesThe following files also provide configuration information for Siebel Client Sync, but rarely need modification.

fields.mapWhen a PIM record that is being imported into a Siebel application is missing a field value that is required in the corresponding Siebel field, the fields.map file provides the Siebel application with a calculated field value. Siebel Client Sync currently uses the fields.map file on client computers only.

CAUTION: Changes to the fields.map file are not recommended.

mvg.mapThe mvg.map file allows Siebel Client Sync to translate a field name to a different name in those cases where two related business components refer to a field by a different name. This file does not need to be distributed to Siebel Client Sync client computers, but is needed on the Applications Server. It is recommended that this file be modified only with the assistance of qualified Siebel personnel.

pimmap.cfgThe pimmap.cfg file lets Siebel Client Sync group related PIM fields and map the group to Siebel business components that are different from the business component for the data category being synchronized. It is recommended that this file be modified only with the assistance of qualified Siebel personnel. If the file is modified, identical versions must be placed on the Applications Server and on Siebel Client Sync client computers.

pimsyncserver.cfgThe Siebel Client Sync server uses the pimsyncserver.cfg file to determine the time to assign to any imported PIM task that does not include one. This file does not need to be distributed to Siebel Client Sync client computers, but is needed on the Applications Server. You can modify the file if you want to change the time to be assigned. Times are specified in HHMMSS format.


Configuration Files ■ Other Siebel Client Sync Configuration Files

92

tables.itbThe tables.itb file is a binary file that includes configuration information concerning available data categories, available PIMs, available directions of data transfer, mappings between PIM fields and Siebel application fields, and fields to be synchronized. This file is provided with a standard set of configuration information already in place. Siebel Client Sync functionality available to users depends on settings in both the tables.itb file and the siebelsettings.cfg file.

Any changes to the tables.itb file must be made by qualified Siebel personnel. If the file is modified, identical versions must be placed on the Applications Server and on Siebel Client Sync client computers.

NOTE: When Siebel Client Sync is upgraded, the old tables.itb file can be used for your reference as you reconfigure, but it must be replaced by the new version of the tables.itb file. Due to technological limitations, there is no direct method of migrating an existing tables.itb file to a new version of Siebel Client Sync. For information about deploying a new version of Siebel Client Sync, see “Process of Deploying Siebel Client Sync” on page 21.


D Troubleshooting Siebel Client Sync

This appendix describes issues related to preventing or correcting errors that may occur during synchronization. It covers generic synchronization issues as well as those that are specific to a particular PIM.

NOTE: The procedures in this appendix assume that C:\ is the Windows local drive, and that Siebel Client Sync is installed in C:\SiebelReleaseDir\Siebel Sync.

■ “Too Many Activities Categories” on page 93

■ “Synchronization with MS Outlook Fails” on page 93

■ “DLL File Self-Registration Errors” on page 93

■ “About Configuring for Synchronization with a Palm OS Handheld” on page 94

■ “HotSync Problems” on page 95

■ “Selected Value and Drop-Down List Value Do Not Match Error Message” on page 95

■ “Unable to Complete Request Error Message” on page 96

■ “Loss of Data After Change to Predefined Query” on page 96

Too Many Activities CategoriesThe Palm OS handheld support no more than 15 categories for activities, each of which can have no more than 15 characters in its name. When the handheld reaches its limit, it no longer works as expected. To avoid reaching this limit, you can export a limited set of activities to your Palm OS handheld with a Siebel applications query.

Synchronization with MS Outlook FailsIf you try to synchronize with MS Outlook, no data appears in Outlook, and errors show up in the log file, the MS Outlook folder you selected for synchronization may be corrupted. In this case, you should select a different Outlook folder to synchronize with.

DLL File Self-Registration ErrorsWhen you install the Siebel HTML Client and the Siebel Remote Client, certain files may generate self-registration errors. These files include the following:

■ cxlserver.dll

■ sscpumaconn.dll

■ stcpumaapi.dll


Troubleshooting Siebel Client Sync ■ About Configuring for Synchronization with a Palm OS Handheld

94

If you encounter such errors, register the files, as described in the following procedures.

To register the files for Windows NT■ Run the following statements from an MS-DOS command prompt window:

C:

cd \winnt\system32

regsvr32 C:\SiebelReleaseDir\Siebel Sync\BIN\cxlserver.dll

regsvr32 C:\SiebelReleaseDir\Siebel Sync\BIN\sscpumaconn.dll

regsvr32 C:\SiebelReleaseDir\Siebel Sync\BIN\stcpumaapi.dll

To register the files for non-NT versions of Windows■ Run the following statements from an MS-DOS command prompt window:

C:

cd \windows\system

regsvr32 C:\SiebelReleaseDir\Siebel Sync\BIN\cxlserver.dll

regsvr32 C:\SiebelReleaseDir\Siebel Sync\BIN\sscpumaconn.dll

regsvr32 C:\SiebelReleaseDir\Siebel Sync\BIN\stcpumaapi.dll

CAUTION: If these files have been moved to a path that has a blank space (for example, C:\Program Files\Siebel\7.8\Siebel Sync) and you run the regsvr32 command with that path substituted for the default path, the registration may fail. In this case, do one of the following: Enter the path name with a tilde (~) character (for example, C:\PROGRA~1\siebel\D:\Program Files\Siebel\7.8\Siebel~1).Change the directory name to one without any space (for example, C:\ProgramFiles\Siebel\SiebelSync).

About Configuring for Synchronization with a Palm OS HandheldWhen you configure Siebel Client Sync in the Choose Translators dialog box with the PalmPilot Organizer translator, problems might appear. These may include the Options button in the Choose Translator dialog box not working, or the OK button in the Configure Translation dialog box not working. If these problems occur, reinstall the Palm Desktop and HotSync software, and then reinstall Siebel Client Sync.

Troubleshooting Siebel Client Sync ■ HotSync Problems


HotSync ProblemsIf you uninstall the Palm OS connector, HotSync may become functionally impaired or unusable. This may be because the uninstaller deleted userdata.dll from the HotSync installation directory. It may also be because the uninstaller did not restore the conduits that allow HotSync to synchronize back to the Palm desktop.

In this case, try the following solutions:

■ Manually copy userdata.dll back into the HotSync installation directory.

■ Manually delete the Palm Desktop conduits. The next time you run HotSync, the default Palm Desktop conduits will be written to the registry.

You may also encounter problems logging into the application if you have reinstalled a different version of the Palm OS connector after first uninstalling the product. Some versions of the Palm OS connector are incompatible, and uninstalling the product does not remove all files from the C:\Program Files\Intellisync Connectors\Pilot directory.

To avoid this problem, uninstall Intellisync for Palm, delete the C:\Program Files\Intellisync Connector\Pilot directory, then reinstall the product.

For more information, consult your Palm OS handheld’s documentation.

Selected Value and Drop-Down List Value Do Not Match Error MessageIf Siebel Client Sync finds an LOV display name value in Translation.txt but cannot find it in your Siebel application's LOV, one or more error messages similar to the following examples will appear in the PtTrace.log file.

The selected value does not match any pick list value.

Error detected on Siebel Sync server - Field: '%1'. Field Data from Puma: '%2'. Possible translated field data: '%3'

The picklist error could be due to a mismatch between an LOV value in file 'translation.txt' and available values allowed.

When certain errors are detected by the Siebel Server, one or more of the preceding messages will be appended to an existing object manager error message. These messages will be sent back to the client and logged in the PtTrace.log file. If you see these messages in the log, make sure that the LOV display name values in translation.txt are valid LOV display name values in your Siebel application.

In the error message

Error detected on Siebel Sync server - Field: '%1'. Field Data from Puma: '%2'. Possible translated field data: '%3'


Troubleshooting Siebel Client Sync ■ Unable to Complete Request Error Message

96

%1, %2, and %3 are placeholders. When an error occurs, these are replaced with the values shown in Table 35:

If %3 in the error message contains a value, then it is likely that the LOV in the translation.txt file does not match any Siebel LOV value for the Business Component field specified by %1. If %3 is empty, then it is likely that an LOV value could not be found in the translation.txt file that corresponds to the PIM value (%2) for the Business Component field (%1). You must update the translation.txt file so that there is a correct LOV value that corresponds to Business Component field %1 with PIM value %2.

Unable to Complete Request Error MessageIf Siebel Client Sync receives an incorrect Lotus Notes password, one or more of the following error messages may appear in the PtTrace.log file.

Unable to complete the request.

Error Wrong Password.

If you see these messages in the log, make sure that you have entered the password in correct upper and lower case. Lotus Notes passwords are case sensitive.

Loss of Data After Change to Predefined QueryChanges to the default Siebel query can cause previously synchronized records to be deleted from the PIM. The Siebel query limits the data transferred from the Siebel application to the PIM. Deletion of PIM records may occur if the range of information covered by the query is a subset of the range of information that Sync is comparing with the PIM data. The deletion will not occur automatically; users will need to acknowledge deletions before they occur. These records still exist in the Siebel application and can be returned to the PIM by removing the default Siebel Query (set the Siebel Query back to “Select Query”).

Table 35. Error Message Values Replacing Placeholders

Placeholder Value

%1 Siebel Business Component field name with the missing LOV

%2 Field data coming from the PIM for the Business Component (%1)

%3 LOV value in the Siebel Server translation.txt file


Index

Aaccount fields

GroupWise, field mapping to 78Lotus Notes, field mapping to 74MS Outlook fields, mapping to 64Palm OS handhelds, field mapping to 68

activity fieldsGroupWise, field mapping to 79Lotus Notes, field mapping to 74MS Outlook fields, mapping to 64Palm OS handhelds, field mapping to 69

activity itemscalendar items difference 15due date and time 16, 27repeated activities, support 16

activity options, setting 47activity types

field mapping 62label length limitations 14Palm OS handhelds, limitation on 14

All Day eventsLotus Notes, synchronizing 75MS Outlook, synchronizing 65

automatic starting of Siebel Client Sync 57

Bbatch files, using 57best practice

sample configuration 23sample configuration activities 24

bidirectional synchronization 23business component changes 25, 26business contact fields

GroupWise, field mapping to 80Lotus Notes, field mapping to 77MS Outlook fields, mapping to 30, 66Palm OS handheld fields, mapping to 72

business requirements for synchronization 22

Ccalendar fields

GroupWise, field mapping to 79Lotus Notes, field mapping to 75MS Outlook fields, mapping to 65

Palm OS devices, field mapping to 70calendar items

activity items, difference 15query restriction 52repeated calendar items, support 16

categoriesMS Outlook, mapping to 30synchronization 22

configurationafter upgrading 22best practice, choosing 23limiting user options 25sample best practice activities 24

configuration filesabout 28changing 28destination directories for 38distributing to users 38fields.map 91mvg.map 91pimmap.cfg 91pimsync.cfg, default settings 89pimsyncserver.cfg 91siebelsettings.cfg, default settings 87tables.itb 92

configuring Siebel Client Sync 27confirmation options, setting 47conflict resolution

about 13option, setting 47

connect string, default 32connector devices, about 37contact fields

accessing, about 16cxlserver.dll 93

Ddata conflicts, conflict resolution

option 47data export queries 13, 32data filters

creating 49private data, excluding 48

data mapping. See field mappingdata transfer

about 11activity items vs. calendar items 15


Index ■ E

98

advanced options, setting 47changes, stopping 55details, viewing 53field values, about 12GroupWise limitations 18, 19limiting 24log file, viewing 59with Palm OS handhelds 55private data, excluding 48, 49queries, caution about changing 13record deletion, about 12running 53stopping 53synchronization queries 51, 52

data, importing or exporting 23date range option, setting 47default time, customizing 27deleting records 12deployment process 21disabling configuration options 25distributing configuration files 38.dll files

self-registration errors 93registering 94

due datesactivity item synchronization 16, 27

Eemployee fields

MS Lotus Notes fields, mapping to 78MS Outlook fields, mapping to 68Palm OS handheld fields, mapping to 73

error messages, customization of 28exclamation point (!) 54exporting data 23

queries 13, 32

Ffield mapping

about 29activity types 62defaults provided 23field lengths, reconciling difference 62list of values translations, adding 30overlapping definitions, resolving 62

field mapping, account fieldsto GroupWise fields 78to Lotus Notes fields 74to MS Outlook fields 64to Palm OS handheld fields 68

field mapping, activity fieldsto GroupWise fields 79to Lotus Notes fields 74

to MS Outlook fields 64to Palm OS handhelds 69

field mapping, business contact fieldsto GroupWise fields 80to Lotus Notes fields 77to MS Outlook fields 30, 66to Palm OS handheld fields 72

field mapping, calendar fieldsto GroupWise fields 79to Lotus Notes fields 75to MS Outlook fields 65to Palm OS handheld fields 70

field mapping, employee fieldsto Lotus Notes field 78to MS Outlook field 68to Palm OS handheld fields 73

field mapping, personal contact fieldsto GroupWise fields 81to Lotus Notes fields 76to MS Outlook fields 66to Palm OS handheld fields 71

fieldschanging values, about 12conflict resolution, about 13default value requirement 12tag bearer field, about 16

fields.map 91filters

creating 49private data, excluding 48

GGroupWise

account fields, mapping 78activity fields, mapping 79business contact fields, mapping 80calendar fields, mapping 79data transfer limitations 18, 19installation, basic 40MS Outlook restriction 19non-supported features 19personal contact fields, mapping 81

HHotSync problems 95

Iimporting data 23installation

about 39basic installation 40connector devices, about 37GroupWise 40

Index ■ L


Lotus Notes 40, 41MS Outlook 40Palm OS handhelds 41

Llimiting user configuration options 25list of values

mismatched display names 95in translation.txt 29translations, adding 30

LN5Install.exe 37LN5Installres.dll 37localization 32log file, viewing 59Lotus Notes

account fields, mapping 74activity fields, mapping 74All Day events, synchronizing 75business contact fields, mapping 77calendar fields, mapping 75connector installer 37connector software, about 39Disconnected mode, requirements 56employee fields, mapping 78installation 41Island mode, requirements 56personal contact fields, mapping 76

LOV. See list of values

MMS Outlook

account fields, mapping 64activity fields, mapping 64All Day events, synchronizing 65business contact fields, mapping 30, 66calendar fields, mapping 65categories, mapping 30caution about GroupWise 19employee fields, mapping 68installation, basic 40no data after synchronization, resolving 93personal contact fields, mapping 66synchronization options 45

mvg.map 91

NNo Time events, synchronizing on Palm OS

handhelds 71

PPalm OS handhelds

account fields, mapping 68

activity fields, mapping 69activity type limitation 14business contact fields, mapping 72calendar fields, mapping 70connector installer 37connector software, about 39employee fields, mapping 73HotSync problems 95installation 41No Time events, synchronizing 71personal contact fields, mapping 71synchronization with 55troubleshooting problems with 94

personal contact fieldsGroupWise, field mapping to 81Lotus Notes, field mapping to 76MS Outlook fields, mapping to 66Palm OS handhelds, field mapping to 71

Personal Information Manager. See PIMpilotconnectorinstall.exe 37PIM

activity types 62supported devices 10

pimmap.cfg 91pimsync.cfg

default connect string 32default settings 89destination directory 38export queries 32role of 28

pimsyncserver.cfg 91private data

excluding 48filters, creating 49

PtTrace.log file 95, 96

Qqueries

default queries 32, 96limitations on 52pimsync.cfg settings 89role in data export 32synchronized data, selecting 51

Rrecords, deleting 12

Ssample best practice

configuration 24configuration activities 24

scripts, using 57Siebel Client Sync


Index ■ T

100

about 11about installing 39configuring 27GroupWise restrictions 18log file, viewing 59Lotus Notes installation 41MS Outlook installation 40Palm OS handhelds installation 41PIM devices, supported 10platform description 10process for deploying 21starting automatically 57upgrading 22

siebel.ini, role of 28siebelsettings.cfg

default settings, sample file 87destination directory 38role of 28

sscpumaconn.dll 93starting Siebel Client Sync

automatically 57stcpumaapi.dll 93synchronization

about 11activity items vs. calendar items 15advanced options, setting 47business requirements for 22categories 22changes, cancelling or accepting 55changes, stopping 55details, viewing 53field values, about 12localized PIM, using 32log file, viewing 59MS Outlook options 45, 46non-MS Outlook PIMs, options for 46options, setting 42with Palm OS devices 55

private data, excluding 48queries, caution about changing 13queries, selecting 51, 52record deletion, about 12running 53stopping 53

Ttables.itb 38, 92tag bearer field, about 16time. See default timetranslation.txt

activity type labels 14destination directories 38example 29field mapping, about 29list of value (LOV) entries 29localization of 32role of 28sample file 83

troubleshootingdata loss after default query change 96.dll file self registration errors 93.dll files, registering 94HotSync problems 95incorrect Lotus Notes password 96mismatched LOV display names 95no data after synchronization (MS

Outlook) 93Palm OS handheld problems 94registering .dll files 94

Uupgrading Siebel Client Sync 22user configuration options, limiting 25userdata.dll 95UserName 91

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