Calendars
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      2. Handle CRM
      3. Calendars

      Calendars in Handle

      How to use Exchange/Outlook calendars in Handle CRM.

      Key things to know

      1. With Handle’s Exchange/Outlook email integration, you can automatically sync sales calls with Outlook
      2. Setting up the integration requires some system configuration by your IT team, outlined below
      3. After the integration is set up, your IT group maintains the ability to adjust Handle’s access privileges 

      Exchange/Outlook Calendar Sync for Sales Calls

      We can integrate directly with your Exchange server, giving your IT team control to specify Handle’s view and edit access to mailboxes while using sales data to automate your Calendar data.

      It requires collaboration with your IT group to set up in — details are below.

      Compatibility

      Handle will integrate with the following versions of Exchange:

      • Exchange 2007
      • Exchange 2010
      • Exchange 2013
      • Exchange 2016
      • Office365

      If your exchange server not hosted in house or by JDO, please verify that your Exchange Host will allow impersonation scripts to be run on our behalf.

      Questions

      To set up the integration, we need the answers to the following questions:

      1) Where is your Exchange server hosted?

      Notes:

      • It must be accessible from the Handle server.
      • If your Exchange server is hosted by JDO, you will need to open a WebHelpR ticket with JDO requesting setup for the  Handle-Exchange Integration. They will handle all the configuration.

      2) What Version?

      • 2007
      • 2010
      • 2013
      • 2016
      • Office365

      3) Which service packs are installed?

      4) What is your Exchange server URL or IP address?

      5) What domain is your Exchange server on?

      6) What time zone is the server set to?

      Instructions

      If you are using Exchange 2007

      Create an impersonation account. Name this account CtraxMailAdmin and set the password to never expire. Send the password to support@customertrax.com or relay via phone to one of our team members.

      1. Run the following scripts from Exchange Shell on the Exchange server:
        Get-ExchangeServer | where {$*.IsClientAccessServer -eq $TRUE} | ForEach-Object  {Add-ADPermission -Identity $*.distinguishedname -User (Get-User -Identity  CtraxMailAdmin | select-object).identity -extendedRight ms-Exch-EPI-Impersonation}

        Get-MailboxDatabase | ForEach-Object {Add-ADPermission -Identity

        $_.DistinguishedName -User CtraxMailAdmin -ExtendedRights ms-Exch-EPI-May Impersonate

      2. Run the following script for each user account. The “user name” is the “Name” value of the Exchange user screen, NOT the exchange email address. For example, “John Doe” not “jdoe@domain.com”.
        Add-ADPermission -Identity "**user name**" -User CtraxMailAdmin -extendedRight ms-Exch EPI-May-Impersonate

      If you are using Exchange 2010

      Create an impersonation account. Name this account CtraxMailAdmin and set the password to never expire. Send the password to support@customertrax.com or relay via phone to one of our team members.

      1. Run the following scripts from Exchange Shell on the Exchange server:
        New-ManagementRoleAssignment -Name "Handle Impersonation" - Role:ApplicationImpersonation -User [CtraxMailAdmin@domain.com](<mailto:CtraxMailAdmin@domain.com>)

        (Note: where domain.com is the domain of the customer.)

      2. Run the following script to verify that the previous script has been executed correctly
        Get-ManagementRoleAssignment -Role:ApplicationImpersonation - RoleAssigneeType:User | Format-List * Get-ManagementRoleAssignment -Identity:"Handle Impersonation" | Format-List *

      3. Only run the following script if you wish to remove impersonation from the server
        Remove-ManagementRoleAssignment "Handle Impersonation"

      If you are using Exchange 2013

      1. Create an impersonation account. Name this account CtraxMailAdmin and set the password to never expire. Send the password to support@customertrax.com or relay via phone to one of our team members.
        1. Run the following script from Exchange Shell on the Exchange server:
          New-ManagementRoleAssignment -Name "Handle Impersonation" - Role:ApplicationImpersonation -User [CtraxMailAdmin@domain.com](<mailto:CtraxMailAdmin@domain.com>)

          (Note: where domain.com is the domain of the customer.)
        2. Run the following scripts to verify that the previous script has been executed correctly:
          Get-ManagementRoleAssignment -Role:ApplicationImpersonation - RoleAssigneeType:User | Format-List * Get-ManagementRoleAssignment -Identity:"Handle Impersonation" | Format-List * 
        3. Only run the following script if you wish to remove impersonation from the server
          Remove-ManagementRoleAssignment "Handle Impersonation"

      2. To collect data from Exchange 2013, the credentials used to collect Exchange data must have Application Impersonation rights for the mailboxes from which you are collecting. To set impersonation for the collection credentials:
        1. Open the web-based Exchange Admin Center (EAC) for your Exchange 2013 server.
        2. Click Permissions.
        3. Scroll down the list and double-click Impersonate.
        4. Enter a name for the new role group, such as Impersonation.
        5. Under Roles, click +.
        6. Select Impersonation and click add->.
        7. Click OK.
        8. Under Users, click +.
        9. Select the account that will be the impersonation for Exchange 2013 and click OK.
        10. Click Save.

      If you are using Microsoft365

      Please see these related articles:

      • Calendar Sync with Office 365
      • How to configure OAuth authentication with Office365 Outlook