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Maximizer CRM 2016
Administrator's Guide
for Group Edition
Published By
Notice of Copyright
Published by Maximizer Software Inc.
Copyright ©1988-201
6
All rights reserved.
Registered Trademarks and Proprietary Names
Product names mentioned in this document may be trademarks or registered trademarks of
Maximizer Software Inc. or other hardware, software, or service providers and are used herein for identification purposes only.
Applicability
This document applies to Maximizer CRM 2016
R2 software.
Maximizer Software Address Information
Corporate Headquarters
Americas
Maximizer Services Inc.
208 W
. 1st Avenue
Vancouver, BC V5Y 3T2
Canada
Phone +1 604 601 8000
Fax +1 604 601 8001
Support +1 888 745 4645
Email [email protected]
Website www.maximizer.com
Knowledge Base: www.maximizer.com/knowledgebase
Europe, Middle East, and Africa
Maximizer Software Ltd
.
1 The Courtyard, Eastern Road
Bracknell, Berkshire
RG12 2XB
United Kingdom
Phone +44 (0) 1344 766 900
Email [email protected]
Website www.maximizer.com/uk
Australia/New Zealand
Maximizer Software Solutions Pty. Ltd.
Level 1, Suite 14, 32 Delhi Road
North Ryde, New South Wales
2113
Australia
Phone +61 (0) 2 9957 2011
Email [email protected]
Website www.maximizer.com/au
Contents
i
Contents
Chapter 1
Chapter 2
Chapter 3
Introduction ............................................................................1
Maximizer System Requirements .................................................................2
Maximizer Group Edition System Requirements..................................2
Maximizer CRM Modules and Components ................................................4
Configuring Microsoft Internet Information Server (IIS) ....9
Maximizer Components Requiring Microsoft IIS.......................................10
Changing the Anonymous Web Access Account.......................................11
Setting Up the Maximizer IIS Production Environment ............................13
Demilitarized Zone (DMZ) ...................................................................15
Microsoft IIS Account Configuration..........................................................16
Standalone Servers...............................................................................16
Microsoft IIS on Windows Server 2008 or 2012 .........................................17
Microsoft IIS on 64-Bit Operating Systems.................................................19
Enabling 32-Bit Applications in Windows Server 2008 or 2012 ........19
Setting File and Directory Permissions .......................................................20
Adding Support for File Types ....................................................................21
Installing Maximizer.............................................................23
Servers Required for Maximizer Installations.....................................25
Verifying Network Connectivity..........................................................26
Third-Party Components Installed with Maximizer...................................28
Windows Login Account Rights Required for Installation........................29
Shared Folders and Permissions .................................................................30
Upgrading from a Previous Version of Maximizer....................................31
Removing Maximizer ...........................................................................32
Installation Order of Maximizer Components...........................................33
Installing Maximizer CRM Server ...............................................................34
Installing Maximizer Components for Microsoft IIS...........................42
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Chapter 4
Chapter 5
Setting Full Permissions to the Maximizer Web Access Temp Folder44
Installing Maximizer CRM Workstation .....................................................45
Installing Maximizer CRM Workstation over the Network................45
Installing Maximizer Companion Applications..........................................50
Installing Microsoft Office Integration for Maximizer Web Access ..50
Adding and Removing Maximizer CRM Components...............................52
Full-Text Search Component of SQL Server................................................53
Using Full-Text Search in Maximizer ...................................................53
File Types Available for Full-Text Search .............................................54
Starting the Full-Text Search Service ...................................................55
Enabling Full-Text Search in Existing Address Books .........................55
Removing Full-Text Search Catalogs from Address Books .................57
Applying a License ...............................................................................60
Viewing Applied and In-Use Licenses..................................................60
Creating or Upgrading Address Books................................63
Checklist: Setting Up an Address Book ...............................................66
Global and Local Address Book Lists ...................................................67
Creating an Address Book ...................................................................68
Connecting to an Address Book .................................................................69
Maximizer System Login Accounts .............................................................71
Changing the MASTER User Password .......................................................72
Upgrading or Converting an Address Book...............................................73
Importing Vertical Templates .....................................................................75
Setting Up Users, Groups, and Teams .................................77
Adding a User to an Address Book.............................................................78
Enabled and Disabled Users ................................................................81
User Access Rights and User/Group Access Settings ...........................86
Modifying User Access Settings ...........................................................91
Default Security Groups in all New Address Books ............................94
Creating a New Security Group ...........................................................96
Chapter 6
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Modifying Group Access Settings........................................................98
Sales and Marketing Teams ......................................................................100
Linking Maximizer Users to Windows Logins ..........................................103
Access Rights Required to View or Generate Crystal Reports ...............105
Configuring an Address Book ............................................107
Address Book Preferences ........................................................................108
Set Address Book Preferences ...........................................................110
Add Custom Items to System Fields ..................................................111
Modifying System Table Fields in Maximizer ...................................112
Types of User-Defined Fields .............................................................113
Access Rights for User-Defined Fields ...............................................114
Setting Up User-Defined Fields .........................................................115
Sorting User-Defined Fields ...............................................................115
Create a Folder for User-Defined Fields............................................116
Create a User-Defined Field...............................................................117
Add Items to a Table User-Defined Field ..........................................118
Formula User-Defined Fields .............................................................119
Conditional Expressions for Formulas...............................................120
Transfer User-Defined Fields Between Address Books.....................122
Set a System Field as Mandatory.......................................................123
Set a User-Defined Field as Mandatory ............................................124
Rules for Mandatory User-Defined Fields.........................................124
Set a User-Defined Field as Mandatory Given Conditions...............125
Mandatory Rules Using Table Fields .................................................125
Writing Formulas and Mandatory Rules ..................................................127
Arithmetic Expressions.......................................................................127
Alphanumeric Functions ....................................................................128
Numeric Functions .............................................................................137
Comparison Statements in Formulas and Mandatory Rules............139
Logical Operators for Formulas and Mandatory Rules ....................140
Key Fields for Different Types of Entries ..........................................141
Restricting Access to Key Fields .........................................................142
Create a Key Fields List ......................................................................142
Preventing Duplicate Entries ....................................................................144
Partial Matching.................................................................................145
Permission to Create Duplicate Entries.............................................146
Retrieving Private Entries with Duplicate Checking ........................146
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Chapter 7
Chapter 8
Configure Duplicate Checking for Address Book Entries ................146
Email Notification for Opportunities/Customer Service Cases................148
Email Notification for Customer Service Cases .................................148
Email Notification for Opportunities ................................................148
Merge Fields in Email Notification Templates ..................................149
Create an Email Notification Template.............................................151
Assign Email Notification Templates.................................................153
Turn Off Email Notification ...............................................................154
Set Default Opportunity/Case Monitors ...........................................155
Enable Event Notification ..................................................................156
View Event Notification .....................................................................158
Open Windows Event Viewer............................................................158
Recording Holidays in the Holiday Editor ................................................159
Share Holidays with Another Workstation.......................................160
Configuring Email, Phone, and Synchronization .............161
Configuring Microsoft Outlook Synchronization ....................................162
Appointment and Task Synchronization...........................................163
Synchronization from Outlook to Your PDA ....................................164
Configuring Outlook Synchronization..............................................164
Configuring the Maximizer Email Service ........................................167
Configuring Email Accounts for Campaign Monitoring ..................169
User Account for SQL Server Reporting Services Integration ..........170
Enabling SQL Server Reporting Services ...........................................171
Using Fax Software with Maximizer.........................................................174
Configuring Web Access.....................................................175
Introduction to Web Access ......................................................................176
Supported File Types in Company Library and Documents .............178
Escona Tutorial Sample Sites.....................................................................180
Escona Tutorial Maximizer Web Access Administrator ....................183
Escona Tutorial Maximizer Web Access ............................................184
Escona Tutorial Mobile Access ...........................................................184
Escona Tutorial Customer and Partner Access Administrator..........186
Escona Tutorial Customer and Partner Access ..................................187
Application Settings for Web Access Sites ..............................................189
Web Access Users and Security Groups ....................................................197
Web Access Security Groups ..............................................................197
Web Access Users................................................................................200
Chapter 9
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Creating External Links in Maximizer Web Access...........................201
Passing a Search String Parameter to the Login Page .....................202
ActiveX Controls in Maximizer Web Access......................................203
Maximizer Web Access Administrator .....................................................204
Supported Browsers for Mobile Access.............................................205
Configuring Automatic Redirection to Mobile Access.....................205
Limiting the Number of Entries Displayed in Mobile Access...........206
Specifying the Mobile Access URL for Integration...........................207
Customer Access and Partner Access........................................................208
Introduction to Customer and Partner Access Administrator .........208
Adding Users to Site Security Groups ...............................................209
Determining External Site URLs ........................................................209
Accessing Sites from the Start Menu ................................................210
Configuring Site Options ...................................................................211
Setting Up Business Partners and Customers ...................................212
Assigning Site Login PINs to Contacts and Individuals ....................214
Activating a Login Account ...............................................................218
Removing Web Access .......................................................................218
Retrieving a Forgotten Password ......................................................218
Changing a Password.........................................................................218
Advanced Site Configurations ..................................................................219
Customizing the Graphic on the Site Main Page .............................219
The sections.xml File ..........................................................................220
The followingWindowSets.xml File ..................................................221
Displaying Custom System Messages ................................................222
Adding Custom Actions to the CustomActions.xml File ..................224
Creating Custom Links to External Websites....................................226
Specifying the Address Book on the Site Login Screen ...................228
Globalization of Sites.........................................................................229
Configuring Multiple IIS Servers to Connect to a Single Maximizer
Installing Sites to Non-Default Folders .............................................231
Setting Up Multiple Customer or Partner Sites ................................232
Creating a Custom Case Wizard for Partner Access .........................237
Live Update .........................................................................245
Introduction to Maximizer Live Update...................................................246
Installing Live Update Manager ...............................................................247
Creating a Virtual Directory for Live Update on your Web Server .247
Installing Maximizer Live Update Manager .....................................247
Configuring Live Update Manager ..........................................................249
Downloading Updates from Maximizer with Live Update.....................250
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Chapter 10
Chapter 11
Chapter 12
Chapter 13
Testing Updates Before Approval .....................................................251
Approving Updates for Download by Maximizer Users ..................252
Copying the Update and XML Files to the Web Server...........................253
Configuring the Maximizer Live Update Service .....................................254
Updating Maximizer with Live Update ....................................................255
Setting Up Remote Automated Installation.....................257
Introduction to Remote Automated Installation ....................................258
Requirements for Recording Setup Script Files........................................258
Systems Management Server (SMS) Software Distribution ....................261
Other Distribution Methods .....................................................................262
Windows Scheduler............................................................................262
SQL Server Reporting Services ..........................................265
About Microsoft SQL Server Reporting Services......................................266
Integrating SQL Server Reporting Services with Maximizer Web Access.....
User Account for SQL Server Reporting Services Integration ..........267
Enabling SQL Server Reporting Services ...........................................267
SQL Server Reporting Services with Maximizer Web Access on HTTPS.
Customizing Dashboards ...................................................271
Working with Dashboards ........................................................................272
Dashboard Indicators .........................................................................272
Queries for SQL Metrics .....................................................................274
SQL Queries Across Databases ...........................................................274
Creating or Modifying Custom SQL Metrics .....................................275
Managing Address Book Data ...........................................277
Backing Up and Restoring Address Book Data........................................278
Backing Up an Address Book.............................................................278
Restoring an Address Book from a Backup ......................................281
Moving an Address Book to a Different Server................................283
Backing Up the Dictionary and Holiday Files ...................................283
Converting Embedded Documents to Linked Documents ......................284
Verifying and Recovering Address Book Data.........................................286
Exporting Data from Maximizer...............................................................289
Exporting Address Book Entries in XML Format ..............................289
Exporting Address Book Entries in Text Format ...............................292
Selecting Fields for Export .................................................................294
Chapter 14
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Exporting Customer Service Cases ....................................................295
Exporting Knowledge Base Articles ..................................................297
Importing Address Book Data from MXI or XML Files............................298
Importing MXI or XML Files Using Advanced Import ......................298
Unattended Import of MXI or XML Files ..........................................300
Importing Data from Other File Formats.................................................301
Two-Tier Import..................................................................................303
Importing from Other Contact Managers ........................................306
Importing Data from ACT! and GoldMine .......................................309
Field Mapping for Outlook ...............................................................319
Transferring Entries between Address Books ..........................................321
What Happens During a Transfer?....................................................321
Transfer Summary Reports and Logging ..........................................322
Adjusting Address Book Transfer Settings........................................322
Purging Outdated Notes and Documents................................................324
Troubleshooting..................................................................331
Recreating the Maximizer_Default User..................................................332
Troubleshooting Issues with Automated Campaigns..............................333
SMTP Time-out Error..........................................................................333
Email Messages Use Wrong Character Set........................................333
Campaigns Remain “In Progress” without Activity .........................334
Resolving Issues with Microsoft IIS ...........................................................335
Configuring Maximizer Web Access on a 64-bit Operating System335
Maximizer Components for IIS and Windows Server 2008 or 2012 335
Troubleshooting Web Access Sites ...........................................................337
Maximizer Web Access Templates.....................................................337
User-Defined Field Visibility ..............................................................337
Blocked Files in Maximizer Web Access ............................................339
Maximizer Email Service Log Files ............................................................340
MaConfig Table (Server and Address Book Configuration)....................344
Editing the MaConfig Settings ..........................................................344
Four-letter Module Codes..................................................................344
MaConfig Table: Entries and their Meanings...................................345
Virtual Directory Permissions.............................................................356
Database Views for User-Defined Fields ..............................................358
Microsoft SQL View Prefixes..............................................................359
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Maximizer XML Interface (MXI) ...............................................................360
Top-Level Elements.............................................................................360
ImportOptions Element .....................................................................361
DetailDef Element ..............................................................................363
Individual Element .............................................................................364
Company Element ..............................................................................366
KnowledgeBaseArticle Element ........................................................367
Case Element ......................................................................................368
Contact Element .................................................................................369
Address Element.................................................................................371
Note Element......................................................................................371
Document Element ............................................................................371
Element Details ..................................................................................372
Search Syntax......................................................................................378
Search Operators ................................................................................378
Exceptions ...........................................................................................382
....................................................................................................................385
Maximizer and Administrator Terminology.............................................388
Index ....................................................................................395
In this chapter...
“Maximizer System Requirements” on page 2
“Maximizer CRM Modules and Components” on page 4
“Sample Address Books” on page 6
“Network Configuration” on page 7
“Related Documentation” on page 8
C
H A P T E R
1
Introduction
1
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Maximizer CRM 2016
Administrator’s Guide
Maximizer System Requirements
The hardware and software requirements for each type of Maximizer installation are listed in the following tables. Please refer to the
Maximizer website at www.maximizer.com for updated information.
These are the minimum system requirements for Maximizer, and your operating system may have higher requirements for some components, such as processor speed and RAM.
Because Web Access (part of the Maximizer components for
Microsoft IIS) may have to handle larger amounts of processing (as the number of concurrent Web Access clients increase), we recommend that you install Web Access on a server with dual or quad processors and more RAM than the minimum requirements. In addition, it is recommend that customers that are planning a deployment of Web Access on a server machine that potentially will have physical memory demands in excess of four gigabytes of physical RAM deploy on a 64-bit operating system.
Maximizer Group Edition System Requirements
The following table lists the system requirements for Maximizer CRM
Group Edition server and workstation. For the latest list of supported software, go to www.maximizer.com.
CRM Server CRM Workstation
Minimum Processor
Speed
Available RAM a
1.6 GHz (minimum)
3 GHz or faster processor
(recommended)
4 GB (minimum)
8 GB (recommended)
1 GHz (minimum)
2 GHz or faster processor
(recommended)
2 GB (minimum)
4 GB or more (recommended)
Available hard disk space 10 GB or more
Hard disk format
5 GB or more
It's recommended that you install Maximizer on a drive formatted as an NTFS file system. If you want to install Maximizer on a FAT32 file system, you should first convert the drive to an NTFS file system. For information on installing Maximizer on a FAT32 file systems, visit the Maximizer Knowledge Base at www.maximizer.com/knowledgebase.
* Maximizer CRM Group Edition should not be installed on a compressed hard drive.
Minimum video resolution
SVGA (1024x768) or higher-resolution video adapter and monitor
SVGA (1024x768) or higher-resolution video adapter and monitor
Chapter 1
Introduction
3
Operating system
Email system
CRM Server CRM Workstation
Windows Server 2008, 2008 R2, 2012 or
2012 R2, Microsoft Windows Vista,
Windows 7, Windows 8/8.1, Windows
10 (32-bit and 64-bit editions)
* Windows RT is not supported for
Maximizer CRM Windows Access.
* It is recommended to update to the latest service packs.
Microsoft Windows Vista b
, Windows 7,
Windows 8/8.1, Windows 10, Windows
Server 2008, 2008 R2, 2012, or 2012 R2
(32-bit and 64-bit editions)
* Windows RT is not supported for
Maximizer CRM Windows Access.
* It is recommended to update to the latest service packs.
32-bit MAPI-compliant
SMTP (for Maximizer Email Service)
32-bit MAPI-compliant
Microsoft Internet Information Server
7.0 (Windows Server 2008), or 7.5
(Windows Server 2008 R2), 8.0
(Windows Server 2012) or 8.5 (Windows
Server 2012 R2) n/a Software on the server where Maximizer components for
Microsoft IIS are installed c a.
Because Web Access (Maximizer components for Microsoft IIS) may have to handle larger amounts of processing (as the number of concurrent Web Access clients increase), we recommend that you install Web
Access on a server with dual or quad processors and more RAM than the minimum requirements. In addition, it is recommend that customers that are planning a deployment of Web Access on a server machine that potentially will have physical memory demands in excess of four gigabytes of physical RAM deploy on a 64-bit operating system.
b. Microsoft Windows Vista Home or Microsoft Windows Vista Home Premium are not supported in a network environment when logging into a domain is required. Refer to your Microsoft documentation for details on how to set up networking in a workgroup environment.
c.
Maximizer components for Microsoft Internet Information Services are not supported on any Windows
Vista-based, Windows 7-based, Windows 8/8.1-based, or Windows 10-based computers.
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Maximizer CRM Modules and Components
• Maximizer CRM is a robust contact, campaign, opportunity, and order management tool. It provides invaluable assistance in tracking customer interaction and purchase history, planning and management of sales opportunities using customizable sales strategies and automatically calculating the probability of close at every stage. With the creation of meaningful graphs and charts, companies benefit from complete, detailed intelligence to fully understand their audience and evaluate the performance of their business.
• Administrator is used by a system administrator or IT staff to configure the entire Maximizer system and manage users and security. From Administrator, you can create and manage
Maximizer databases (called “Address Books”), back up your data, import and export Address Book information, produce system reports, and perform other administrative tasks.
Modules and Components
• Customer Access is a browser-based application providing a two-way flow of information between your organization and its customers.
• Dashboards are a component of Maximizer and Maximizer
Web Access that can be used for monitoring activities in your company. The information you see in dashboards is generated in real-time, so you have an up-to-date view of the activities taking place in Sales and Marketing. Information, such as how many opportunities are in the funnel and your daily revenue from online purchases, are accessible instantaneously.
• Maximizer Web Access is a browser-based application providing your organization’s employees with the functionality of Maximizer from anywhere in the world.
• Mobile Access provides access to Maximizer through mobile web browsers. When users go to Start > Programs > Maximizer
CRM > Web Access > Mobile Access, a URL displays. They can enter this URL into a mobile device to access Mobile Access.
• Partner Access is a browser-based application providing twoway flow of information between your organization and its business partners. A multi-tier distribution group can effectively distribute sales opportunities and keep all involved parties informed about the latest discussion topics and customer service cases.
Chapter 1
Introduction
5
Maximizer Companion Applications
• MaxAlarm automatically monitors appointments for one or more people in any number of Address Books. MaxAlarm automatically starts when you start the computer and appears as an icon in the Windows system tray. You can leave it running when Maximizer is closed and still receive notification of appointments.
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Sample Address Books
Maximizer includes sample Address Books to help you learn the program.A typical server installation of Maximizer installs a complete sample Address Book called “Escona Tutorial”, which is used throughout the Maximizer documentation. You can use the Escona
Tutorial Address Book while you are learning to use Maximizer.
Maximizer also installs several other sample Address Books for a variety of industries. You can use a sample Address Book appropriate to your industry as a starter Address Book.
With the exception of Maximizer Web Access, you can access the sample Address Book for all components of Maximizer with the following user ID:
User ID: MASTER
Password: control
Use the sample Address Books for learning and testing purposes only, and create a new Address Book for your organization’s data. The sample Address Books are overwritten if you re-install, so you don’t want to store your organization’s data in those Address Books.
Chapter 1
Introduction
7
Network Configuration
The following diagram is an example of how Maximizer CRM can be deployed. This example demonstrates the use of multiple servers, workstations, firewalls, intranet, and Internet connections.
In this example, remote employees, partners, and customers can connect through the Internet using Maximizer Web Access or a mobile device with Mobile Access. Employees can also connect through your intranet. The Maximizer database and Microsoft SQL
Server Reporting Services (SSRS) can reside on a single server or on different servers.
Your network setup will depend on the configuration and the components you choose to install.
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Related Documentation
This guide is one source of documentation included with Maximizer, and the following additional resources are available:
• Online Help (Help > Online Help) provides additional information about using Maximizer and Administrator.
• Context-sensitive help (F1) provides details specific to the screen currently active in Maximizer. Press the F1 key to activate context-sensitive help for the current screen.
• The Maximizer CRM User’s Guide is your reference guide to using Maximizer. This guide is available in PDF format from the
Help menu in Maximizer and Administrator.
• The Maximizer CRM Customization Suite includes additional guides for integrators. When the Customization Suite is installed, these guides are available in PDF format from the
Maximizer Customization Suite folder in the Windows Start menu. The Customization Suite enables customers and business partners to customize the Maximizer interface and to integrate with other front-office and back-office solutions.
• The Maximizer website (www.maximizer.com) provides the latest product information. It also includes a searchable
Knowledge Base at www.maximizer.com/knowledgebase.
C
H A P T E R
2
Configuring Microsoft
Internet Information Server (IIS)
2
In this chapter...
“Maximizer Components Requiring Microsoft IIS” on page 10
“Virtual Directories” on page 10
“Web Server Permissions” on page 11
“Changing the Anonymous Web Access Account” on page 11
“Setting Up the Maximizer IIS Production Environment” on page 13
“Microsoft IIS Account Configuration” on page 16
“Microsoft IIS on Windows Server 2008 or 2012” on page 17
“Microsoft IIS on 64-Bit Operating Systems” on page 19
“Setting File and Directory Permissions” on page 20
“Adding Support for File Types” on page 21
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Maximizer Components Requiring Microsoft IIS
To support downloading emails that were saved to
Documents from Maximizer
Web Access, Extended MAPI must be installed on the IIS server. Installing Microsoft
Outlook on the IIS server in
Corporate or Workgroup mode satisfies this requirement.
Microsoft Internet Information Services (IIS) is required for the following Maximizer components:
• Maximizer web access, sites
• Dashboards
• Automated campaigns, for statistics in email activities
IIS is included with most versions of Windows supported by
Maximizer CRM.
Virtual Directories
The content and script/executable directories that IIS makes available to web clients are known as virtual directories.
When you create a new Address Book, virtual directories are created automatically for the various Maximizer components.
Maximizer Components
Maximizer Web Access
Maximizer Web Access
Administrator
Mobile Access
Partner Access
Customer Access
Dashboards
Automated campaigns
Maximizer.Web.Data
Virtual Directory Name
MaximizerWebAccess
MaximizerAdmin
MaximizerMobileAccess
MaximizerPartner
MaximizerCustomer
Dashboard
Campaigns
MaximizerWebData
Chapter 2
Configuring Microsoft Internet Information Server (IIS)
11
Web Server Permissions
If both Web server and NTFS permissions are set, permissions that deny access take precedence over those that grant access.
Web server permissions affect all users accessing the site, ranging from the Anonymous user account to a user who is a member of the
Administrators or Domain Admins group. Regardless of an account’s group membership, all accounts will be denied access equally.
Therefore, when access to virtual directories is created for
IUSR_ServerName, the exact same virtual directory restrictions will be placed on the IWAM_ServerName account.
Changing the Anonymous Web Access Account
Web browsers enable the anonymous access option by default. It is recommended that you manually enter the
Anonymous user account password, and that you disable the “Enable Automatic
Password Synchronization” checkbox. Be sure that the password that you enter is identical to the existing password for the local
Anonymous user account.
To change the anonymous web access account, first create a new user account, then enable anonymous access for the account.
➤
To create an anonymous web access account
Start Windows User Manager.
Select the local domain by selecting Users > Select Domain.
Create a new user account.
Make the account a member of the Guests group.
Confirm that the Guests group only has the right to log on
locally by performing the procedure outlined in “Standalone
➤
To configure the anonymous web access account in
Windows Server 2008
Start Internet Services Manager (available through Windows
Administrative Tools).
Select the default website or another website if more than one is available.
Double-click Authentication.
Select Anonymous Access and click enable.
Click edit.
The Edit Anonymous Authentication Credentials dialog box opens.
Click Set and type the Username and Password for the account you created above. Click OK when you are finished.
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Select the Basic Authentication option and click Enable.
Chapter 2
Configuring Microsoft Internet Information Server (IIS)
13
Setting Up the Maximizer IIS Production Environment
Maximizer uses the IIS Default
Web Site on port 80. Other web sites running on the server must use different ports.
Maximizer is designed to meet the real-world infrastructure requirements of IT departments, including support for load balancing and demilitarized zones.
Maximizer Web Access makes use of Microsoft’s ASP.NET technology.
If your company has implemented other web pages or solutions, it is strongly recommended that these pages are hosted on a separate IIS
Server from the Maximizer Web Access sites.
The following sections contain information on IIS production environments:
•
•
“Demilitarized Zone (DMZ)” on page 15
Load Balancing
In some deployments of Maximizer Web Access with a large number of users, more than one IIS server may be needed to handle the load.
Network load balancing works with Maximizer Web Access to achieve this.
It may be advantageous to deploy network load balancing in a situation that includes the following:
• A single IIS server is running at high CPU usage levels and performance of Maximizer Web Access is poor only when many users are using the system.
• The SQL server serving the Maximizer Address Books is not running at high CPU usage levels.
• A set of servers of similar capacity are available to deploy
Maximizer Web Access.
• The available IIS servers are all running Windows Server 2008 or later or a hardware load balancer is available.
Configuring Load Balancing
For Maximizer Web Access, network load balancing is configured in one of the following ways:
• Install multiple servers with the Maximizer IIS components and install the Network Load Balancing service in Windows on each server. See the Network Load Balancing documentation for information.
• Install and configure a hardware network load balancer in the network.
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Network load balancing must be configured with client affinity enabled meaning that each client has all IIS requests served by the same server and that the client's IP address is used to determine which server will serve the requests.
Each Maximizer IIS server must be configured identically and must have the same version of the Maximizer IIS components installed.
When upgrading to a new version of Maximizer Web Access, upgrade each server to the new version before the new version goes online, and apply any customizations to all servers.
Benefits of Load Balancing
The main benefit of load balancing is that multiple IIS servers can be used to divide the IIS load transparently to users with very low performance overhead. It may be more economical to install many IIS servers of lower capacity than one high-capacity IIS server. If one IIS server loses connectivity or is taken offline for maintenance, users may experience a session timeout as the load is rebalanced. But users will be able to log in again immediately and continue to use the system.
Drawbacks of Load Balancing
Network load balancing has the following drawbacks:
• The system is scaled to a larger number of users only if the SQL server can handle the load.
• Multiple IIS servers must be maintained with the same settings and version of the software. Otherwise, some users may be able to use the system while other users are not able to use the system.
In some cases, users may access the system from an Internet service provider that frequently changes the client IP address as it appears to the server. This may cause frequent session timeouts when logged in to Maximizer Web Access.
Chapter 2
Configuring Microsoft Internet Information Server (IIS)
15
Demilitarized Zone (DMZ)
Security is the biggest priority for IT departments in most corporations. Demilitarized zone (DMZ) is the term used to describe the network area between the external router, which talks to the
Internet, and the corporate firewall, which protects internal computers from Internet security breaches.
Maximizer has been designed to support network DMZs by enabling corporations to separate their database servers (usually located inside the firewall) from the IIS web machine (located in the DMZ).
Communication between the database servers and the web server is handled by private ports configured by IT administrators.
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Microsoft IIS Account Configuration
Most Windows servers are installed in network environments in which they provide services to client workstations. In such a configuration, the security considerations are often built around physical access issues. When Microsoft IIS’s World Wide Web
Publishing Service is enabled, the server is suddenly placed in an environment that is accessible by external users who can be located virtually anywhere in the world. This situation requires that you exercise much more care in ensuring that the server is secure from unauthorized access.
The following section contains information on one type of IIS configuration:
•
“Standalone Servers” on page 16
Standalone Servers
For further information, refer to your Windows operating system documentation.
When IIS is installed on a standalone server (a server without membership in a Windows domain), the IUSR_ServerName account is made a member of the “Guests” local group. In most server environments, this configuration works well.
➤
To configure the Guest local group in
Windows Server
2008
Open Local Security Policy (available through Windows
Administrative Tools).
Expand the Local Policies branch, and select User Rights
Assignment.
Right-click Allow log on locally, and select Properties from the shortcut menu.
Add the <server_name>\Guest account to the list of allowed users. Click OK.
Right-click Deny log on locally, and select Properties from the shortcut menu.
Add the <server_name>\Guest account to the list of denied users. Click OK.
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Configuring Microsoft Internet Information Server (IIS)
17
Microsoft IIS on Windows Server 2008 or 2012
These procedures are written for Windows Server 2008.
Steps may vary on Windows
Server 2012 computers.
The Maximizer components for
IIS require that the Web Server
(IIS) role be installed. If it is not already installed, use the Add
Role wizard to install it.
If your Microsoft IIS server is a Windows Server 2008 or 2012 computer, you may need to perform the following steps before installing the Maximizer components for IIS:
• Enable the .NET framework.
• Install the required role services.
➤
To enable the .NET framework
Open Server Manager.
Select Features, and select Add Features.
Select Microsoft .NET Framework.
The following features are required:
• On Windows 2008, under .NET Framework 3.0 Features,
.NET Framework 3.0 and WCF Activation.
• On Windows 2008 R2, under .NET Framework 3.5.1
Features, .NET Framework 3.5.1 and WCF Activation.
• On Windows 2012, under .NET Framework 3.5
Features,.NET Framework 3.5, and under .NET
Framework 4.5 Features, all items.
Click OK.
➤
To install the required role services
Open Server Manager.
Click Roles.
Under Web Server (IIS), select Add Role Services.
The Add Role Services dialog box opens. The following role services are required:
• Under Common HTTP Features, Static Content.
• Under Application Development, ASP.NET and .NET
Extensibility.
• Under Security, Basic Authentication and Windows
Authentication.
• Under Management Tools, all items.
Click Next.
If you are prompted, include additional components.
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Click Install.
When the installation is finished, click Close to close Server
Manager.
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Configuring Microsoft Internet Information Server (IIS)
19
Microsoft IIS on 64-Bit Operating Systems
Maximizer requires the 32-bit version of ASP.NET 4.0 in order to run on a 64-bit operating system. To run the Maximizer components that require Microsoft Internet Information Services (IIS), you must enable
32-bit applications in IIS. The procedures vary depending on the operating system running IIS.
Enabling 32-Bit Applications in Windows Server 2008 or 2012
In Windows Server 2008 or 2012, the Maximizer web applications should run under an application pool that has 32-bit applications enabled and that uses ASP.NET v4.0. If you do not need to run other applications on a 64-bit web server, you can specify these settings for the default application pool.
If you need to use a 64-bit web server, you can add a new application pool with these settings and run the Maximizer applications under this application pool.
This procedure is written for
Windows Server 2008. Steps may vary on Windows Server
2012 computers.
➤
To enable 32-bit applications for the ASP.NET v4.0 application pool
In IIS Manager, select Application Pools.
Select the ASP .NET v4.0 application pool.
Click Advanced Settings.
Next to Enable 32-bit Applications, select True.
Click OK.
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Setting File and Directory Permissions
The virtual directory system for IIS comprises only half of the directory security system. To complement the virtual directory security, file and directory permissions for all of the physical directories that virtual directories reference must also be made more secure. In a default Windows Server installation, the “Everyone” group is given full Directory and File permissions for almost all directories on the server. Although this is a convenient feature for a newly installed server, it provides very poor security.
During the installation, the Maximizer setup creates the following folders on the server:
• ...\All Users\Application Data\Maximizer\AddrBks
• ...\All Users\Application Data\Maximizer\SvrShare
By default, these folders have full access rights. You may change the security rights to provide access to only specific users and/or groups.
➤
To remove the “Everyone” group
Start Windows Explorer and browse to the ...\Inetpub\scripts directory (typically, C:\InetPub\scripts).
Select the scripts directory, and select File > Properties.
Select the Security tab.
Highlight the Everyone group in the Name list box, and click
Remove.
The Everyone group is removed from the list.
Click Add.
The Select Users, Computers, or Groups dialog box opens.
Select the Guest or Domain Guest group, and click Add.
Click OK.
In the Permissions list box, select the Read checkbox from the
Allow column.
Click OK.
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Configuring Microsoft Internet Information Server (IIS)
21
Adding Support for File Types
Some Maximizer features may require you to add support for different file types to the Default Web Site on your IIS server. You can use IIS Manager to register additional Multipurpose Internet Mail
Extensions (MIME) types for your server.
You may be required to register MIME types in the following situations:
• To add to the list of supported document types in Maximizer
Web Access.
The procedure for registering MIME types varies depending on the version of Windows you are using.
➤
To register MIME types in Windows Server 2008
On the Maximizer IIS server machine, open the IIS Manager.
Open the Default Web Site.
Double-click the MIME Types icon.
Click Add.
Enter the file extension and MIME type to be supported.
Click OK to add the specified MIME type.
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C
H A P T E R
3
Installing Maximizer
3
In this chapter...
“Installation Checklist” on page 24
“Third-Party Components Installed with Maximizer” on page 28
“Windows Login Account Rights Required for Installation” on page 29
“Shared Folders and Permissions” on page 30
“Upgrading from a Previous Version of Maximizer” on page 31
“Installation Order of Maximizer Components” on page 33
“Installing Maximizer CRM Server” on page 34
“Installing Maximizer CRM Workstation” on page 45
“Installing Maximizer Companion Applications” on page 50
“Adding and Removing Maximizer CRM Components” on page 52
“Full-Text Search Component of SQL Server” on page 53
“Installing Licenses” on page 59
“Where to Go from Here...” on page 62
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Installation Checklist
Depending on the network configuration, you may have more than one of each component machine. However, there is only one Maximizer
Application Server.
Although the process of installing Maximizer CRM is straightforward, a successful installation requires planning and attention to detail. In its simplest arrangement, all Maximizer CRM components may be installed on a single Windows machine to which one or more
Maximizer Workstations may connect. However, for large installations, it is optimal to designate a single machine for each component.
• Step 1: Identify the Key Server(s)
• Step 2: Ensure the Servers Meet System Requirements
• Step 3: Verify Network Connectivity
•
•
Step 5: Install Additional User Licenses
•
The following sections outline the steps for a large installation in which each Maximizer component—such as IIS Server, Maximizer
Server, Maximizer Workstation—is isolated on a separate machine.
Step 1: Identify the Key Server(s)
Identify the Maximizer Application Server, IIS Server and Email
Server. For information on the role of each server, see “Servers
Required for Maximizer Installations” on page 25.
Step 2: Ensure the Servers Meet System Requirements
After identifying the key servers, you should ensure that they meet the minimum system requirements. Also verify that all workstations
meet minimum system requirements. See “Maximizer System
Step 3: Verify Network Connectivity
All workstation computers access information on the Maximizer server using a network connection. Check for network connectivity between the Maximizer Server computer and all Maximizer
Workstation computers. For more information, see “Verifying
Network Connectivity” on page 26.
Step 4: Install Maximizer
Install Maximizer components on all applicable computers.
Chapter 3
Installing Maximizer
25
For more information see the following sections:
•
“Installation Order of Maximizer Components” on page 33
•
“Installing Maximizer CRM Server” on page 34
•
“Installing Maximizer CRM Workstation” on page 45
•
“Installing Maximizer Companion Applications” on page 50
Step 5: Install Additional User Licenses
Install licenses for any additional Maximizer users. This step is required only if you are installing Maximizer in a multiple-user
environment. For more information, see “Installing Licenses” on page 59.
Step 6: Activate the Software
Activate your Maximizer licenses. You can use Maximizer for a limited period of time before activating the software. Once this grace period is over, you will be unable to log in to Maximizer or administrator until you activate the software.
You are prompted to activate the software when you first log in. You can also activate the software from the Install Multi-user Licenses dialog box.
If you install additional licenses after activating Maximizer, you must activate the multi-user licenses in order to use them.
Servers Required for Maximizer Installations
• Maximizer Application Server: The Maximizer Application
Server is the machine where the Maximizer CRM Server application is installed, and it acts as a file server. Additionally, the Maximizer Server machine contains the Maximizer Email
Service. The Maximizer Server machine must be capable of sharing folders. These folders store template and configuration information specific for each Address Book. It is advisable to back up the Maximizer Server on a consistent basis.
• IIS Server: The IIS Server hosts the web server components, including web access sites. To run these components, the IIS
Server must have SQL connectivity with the SQL Server machine.
Typically, the web server is separated from the rest of the network by a firewall. Even if a firewall exists between the IIS
Server and SQL Server, SQL connectivity must exist to run
Maximizer Web Access.
• Email Server: The Email Server supports marketing campaigns, appointment reminders, and customer service case notifications.
It must be capable of sending SMTP.
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Verifying Network Connectivity
➤
To verify network connectivity using the ping command
At the designated Maximizer Server computer, click Start > Run.
Type command, and press Enter.
A Windows command prompt window opens.
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Installing Maximizer
27
At the command prompt, type ping <IP address>, and press
Enter.
<IP address> is the IP address of the computer you are trying to connect to over the network.
Read the messages returned by the ping command and note whether the ping was successful.
• “Reply from ...” = success
• “Request timed out” = failure
View the ping statistics to determine the quality of the network connection.
If the ping command failed, or if the ping statistics reveal a poor quality connection, then troubleshoot the network connection to correct the problem.
Repeat these steps to ping the rest of the computers in the network.
➤
To determine a computer’s IP address
At the computer whose IP address you want to determine, click
Start > Run.
Type command, and press Enter.
A Windows command prompt window opens.
At the command prompt type ipconfig.
The window displays the computer’s IP address, subnet mask, and default gateway, as well as additional network information.
Write down the computer’s name and IP address for reference.
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Third-Party Components Installed with Maximizer
The Maximizer CRM installation includes the following third-party products:
• Microsoft SQL Server Express Database Engine
• Microsoft .NET Framework
• Crystal Reports Viewer
The type of Maximizer installation determines which of these components are installed.
Microsoft SQL Server Express Database Engine
If you are upgrading from
Maximizer CRM 10.x, you must uninstall the Maximizer instance of SQL Server 2005
Express before installing the
Maximizer instance of SQL
Server 2014 Express. Refer to the Maximizer knowledge base for detailed information.
Microsoft SQL Server Express is the database engine Maximizer uses to read and write data from the Address Book.
If you are running Maximizer in a multiple-user environment, you can designate one computer as the Maximizer Application Server, which is the computer where the Maximizer Address Book(s) are stored. SQL Server Express installs automatically as part of the
Maximizer CRM installation.
The following Maximizer operations require the SQL Server Express database engine:
• email transfer
The following Maximizer operations require the Pervasive.SQL database engine, which must be installed from the disc of a previous version of Maximizer or downloaded from the Pervasive website:
• upgrading an existing Pervasive or Btrieve Address Book
Microsoft SQL Server Management Studio Express
Microsoft SQL Server Management Studio is a tool you use to manage your database. It is not included in the typical installation of
Maximizer. But you can run a custom installation to install it.
If you require SQL Server Management Studio Express to be installed on a drive other than the default Maximizer program folder drive, you can run the installation from the Maximizer CRM disc. The setup is found in the following location:
• MaxCRM\3RDPARTY\SQLExpr
Microsoft SQL Server Reporting Services
Microsoft SQL Server Reporting Services is installed with Microsoft
SQL Server Express. It’s used in the SQL Server Reporting Services integration with Maximizer Web Access. The integration is installed
Chapter 3
Installing Maximizer
29
Microsoft .NET Framework
The Microsoft .NET Framework installs automatically with the “Install
Maximizer Components for Microsoft IIS” option.
Crystal Reports automatically when you install Maximizer CRM Server. You can enable SQL Server Reporting Services Integration in the System
Options preferences in Maximizer Web Access Administrator.
Maximizer CRM includes a report reader for Crystal Reports. You must install the full version of Crystal Reports to create reports for
Maximizer, but you can view Crystal Reports in Maximizer without installing the full version. These reports are accessible from the
Reports tab in Maximizer.
The Maximizer Server installation creates the following folder for shared reports:
...\All Users\Application Data\Maximizer\SvrShare\Reports\
<Address Book name>
All folders and reports within this folder are accessible from
Maximizer on workstation computers. Maximizer installs a set of standard reports, but you can also create your own custom, shared reports and save them in this folder. To access a shared report in
Maximizer, from the Reports tab, select Crystal Report, and select the folder that contains the report.
The Maximizer CRM installations also create the following local folder for personal reports:
...\My Documents\MaximizerReports
This local folder is the default location for personal reports. You can create reports directly from Maximizer if you have a version of
Crystal Reports installed on your computer. Users must belong to the
Crystal Reports Users security group to create personal reports from
Maximizer. To create a personal report, from the Reports tab, select
Crystal Report > Personal > Custom Report.
Windows Login Account Rights Required for Installation
To install Maximizer CRM Server or Workstation, you must be logged in to Windows using an account with Windows Administrator privileges. During installation, you may be required to reboot the computer, and then you must log in to Windows using an account with Windows Administrator privileges again so the installation can continue.
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Shared Folders and Permissions
For information about the virtual directories created during installation and their
permissions, refer to “Virtual
When installing Maximizer CRM Server, the following shared folders are created in the ...\Documents and Settings\All Users\Application
Data\Maximizer\ folder on the server:
Folder name Shared name Description
AddrBks
SvrShare
MxData
MxServer
Contains Address Books and Sample
Address Books.
Share Permissions of Everyone with
Change and Read (not Full Control).
Contains Maximizer Workstation installation files, Crystal Reports templates, and Crystal Reports reports.
Share Permissions of Everyone with
Change and Read (not Full Control).
These folders must be shared on the server before installing
Maximizer CRM workstation. If the Maximizer CRM Server installation did not share the folders, you must share them before proceeding with the workstation installations.
No shared folders are created by the Maximizer CRM Workstation installation.
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Installing Maximizer
31
Upgrading from a Previous Version of Maximizer
ALWAYS back up the Address
Book before upgrading
Maximizer. For instructions on
you have customized the dictionary and holidays, also back up those files separately before upgrading.
If you are currently running an earlier version of Maximizer and want to upgrade, it is strongly recommended that you uninstall the previous version before proceeding with the upgrade.
However, if you absolutely require your Maximizer settings, such as
Window layout, colors, fonts, etc., to be carried over to the new version, you can install the new version without uninstalling the previous version. The setup then prompts you to uninstall the previous version automatically, but this method does not overwrite your Maximizer settings.
Note that the Wireless Access site from previous releases is now renamed Mobile Access. The name of the default virtual directory and URL have also changed. In previous releases the name of the virtual directory was "MaximizerWireless". You can specify a different name for the virtual directory while installing Maximizer. If you keep the default virtual directory, you may need to update the
Mobile Access URL specified in Administrator. Mobile Access users should also update bookmarks so they reflect the new URL.
➤
To upgrade to the new version of Maximizer
Back up your Maximizer Address Book. Refer to “Backing Up and
Restoring Address Book Data” on page 278 for instructions.
If you have customized the dictionary and holidays, also back up those files separately before upgrading. For instructions, refer to
“Backing Up the Dictionary and Holiday Files” on page 283.
If you have created custom dashboards in Maximizer CRM 10.5 or earlier, copy them to a safe location. The location of the dashboard (.KIN) files depends on your computer’s operating system. You can search your hard drive for the .KIN file extension to locate and backup the files. After upgrading, you can import the .KIN files into Maximizer. See the Maximizer CRM User’s
Guide for more information on importing dashboards.
Uninstall Maximizer CRM, and any additional Maximizer components on all computers.
For instructions on uninstalling Maximizer, see “Removing
Install the new version of Maximizer.
If you use Maximizer in a multiple-user environment, install additional user licenses.
For more information, see “Installing Licenses” on page 59.
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Activate the software.
You can activate the software and all installed licenses when you open Maximizer or Administrator and when you install multiuser licenses.
Upgrade your Maximizer Address Book database to the new
version, as described in “Upgrading or Converting an Address
Removing Maximizer
Uninstalling Maximizer does not uninstall your Address
Book data. However, you should always back up your
Address Book before uninstalling.
You can uninstall Maximizer to remove it from your computer. When you uninstall Maximizer CRM 12, you have the option of removing or keeping registry settings and program files. If you want to completely remove the program, you should select this option. If you want to reinstall Maximizer, you may want to keep these settings.
Any settings stored in the database are not removed when you uninstall Maximizer.
➤
To uninstall Maximizer
Click Start > Settings > Control Panel > Add/Remove
Programs. In Windows Vista, click Start > Control Panel >
Programs and Features.
In the list of currently installed programs, select Maximizer
CRM.
Click Change/Remove. In Windows Vista, select Uninstall/
Change.
If you are uninstalling Maximizer CRM 12, you have the option to remove all related files and registry settings from the computer. If you plan on reinstalling Maximizer, it’s recommended that you do not select this option to preserve
Maximizer settings on the computer.
To remove all Maximizer files and settings from the computer, select Remove all related files, folders, and registry
settings.
Click Yes to confirm.
The Remove Programs From Your Computer dialog box displays the uninstall progress.
If the Remove Shared File? dialog box opens, click No To All.
When the uninstall is complete, click OK to close the dialog box.
Reboot the computer.
Chapter 3
Installing Maximizer
33
Installation Order of Maximizer Components
Once the key servers are ready, you should install and configure the
Maximizer components in the following order:
Maximizer Server – Refer to “Installing Maximizer CRM
Server” on page 34. Regardless of whether you are installing a
Workgroup or Client/Server configuration of Maximizer, it is essential that you install the Maximizer Server before installing the workstations. During the workstation installation, you are prompted to supply a server name. After installing Maximizer on the server, open the Escona Tutorial sample database to create a server-side DSN, which enables any workstation to connect to the databases on the server.
Maximizer Components for Microsoft IIS – Refer to
“Installing Maximizer Components for Microsoft IIS” on page 42.
Maximizer Workstation – Refer to “Installing Maximizer CRM
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Installing Maximizer CRM Server
You must be logged in to
Windows as an administrator to install Maximizer. After installation, you may be prompted to restart the computer, and then you must log in as an administrator again to complete the installation.
An installation wizard steps you through the process of installing the software on the server. The instructions in this section complement the wizard to provide additional information.
Note that Maximizer Web Access, Customer Access, Partner Access, and Mobile Access are installed automatically with Maximizer CRM
Server when the Maximizer Components for Microsoft IIS option is selected. You can enable the sites while installing Maximizer CRM
Server or later. For information on enabling sites, see “Enabling Web
IMPORTANT NOTE FOR CONFIGURATIONS RUNNING THE
MAXIMIZER APPLICATION SERVER AND MICROSOFT IIS SERVER
ON THE SAME MACHINE:
In a typical Maximizer CRM environment, the Maximizer application server and Microsoft IIS server are on two separate machines, and you must run the Maximizer CRM Server setup once on each machine:
• First install Maximizer Server on the Maximizer application server machine, using the Maximizer CRM Server disc.
• Then install Maximizer Components for Microsoft IIS on the
Microsoft IIS server machine, using the Maximizer CRM Server disc.
However, if your Maximizer application server and Microsoft IIS server are running on the SAME machine, do not attempt to run the
Maximizer CRM Server installation twice on the same machine.
Instead, select both options in step 7 of the following procedure.
If the setup doesn’t start automatically, you can start it manually by running setup.exe from the MaxEnt folder of the disc (e.g., \MaxEnt\setup.exe).
➤
To install Maximizer
Close all programs running on the computer.
Insert the Maximizer CRM Server disc. (The server and workstation versions are on separate discs.)
The setup starts automatically.
Select Install Maximizer CRM Server.
The InstallShield Wizard starts.
Click Next to begin the installation.
Read the license agreement, and click Yes to continue.
Enter your Customer Number, Product Serial Number, and your contact information, and click Next.
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35
Select Maximizer Server, and click Next.
NOTE: If you are installing Maximizer Server on the machine that is also your IIS Server, you must select both Maximizer Server and Maximizer Components for Microsoft IIS now to install them both on the machine.
To install Maximizer components for IIS, select Maximizer
Components for Microsoft IIS.
Click Next to install Maximizer Server components to the default location.
– or –
Click Browse, select a destination folder, and click Next.
Do not change any default share names, file names, file locations, folder names, or folder locations after installing
Maximizer. If you want to use names and locations other than the defaults, change them during the installation.
Click Next to use the default folder for shared configuration information.
– or –
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Click Browse, select a local shared folder, and click Next.
Maximizer creates the
“Maximizer” folder on the drive where the Windows operating system is installed. If your Windows operating system is not on the C drive, the path will have a different drive letter.
By default, Maximizer setup creates the folder ...\All Users\
Application Data\Maximizer on the server, and it creates two shared subfolders called AddrBks and SvrShare. These folders must be shared on the network so other PCs can access to resources installed to this location. The default Share name of
AddrBks is “MxData”, and the default Share name of SvrShare is
“MxServer”.
Select a setup type, and click Next.
• Typical – installs a default set of server software, such as
Windows services, server-side software, and drivers. It also installs a default set of Maximizer user applications on the server. Maximizer recommends that you select the Typical installation, unless you have a specific reason not to.
• Custom – enables you to select specific Maximizer modules to install. You can select virtually any combination of server software and user applications you want. Select this option
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37
only if you have a specific reason to alter the default
Maximizer installation provided by the Typical installation.
To install Dashboard components for IIS, select Custom.
If you have Microsoft Outlook or Microsoft Word installed on this computer, the wizard prompts you to integrate either or both of those applications with Maximizer. Select which applications to integrate, and click Next.
(This step applies only to Typical installations.) Select which sample Address Books to install.
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(This step applies to Custom Installations only.) Select which features to install on the server, and click Next.
If you would like to select additional components, click the + to expand the selection.
(This step applies to the Corel WordPerfect Integration
option only.) If the setup cannot locate Corel WordPerfect
Office on the computer, it prompts you to provide the path to these files and folders. Click Browse to select the correct paths, and click Next.
(The next 3 steps apply only if you selected Maximizer
Components for Microsoft IIS in step 7.) The installation
Chapter 3
Installing Maximizer
39
prompts you to enter the name of your HTTP Server. Enter the name, and click Next.
Specify the Website for the Maximizer Components for
Microsoft IIS settings, and click Next.
If you choose to use an existing website, select the website from the drop down. Its identities are displayed in the website identities area.
If you choose to create a new website, enter the description, TCP port, IP address, and Host Header value.
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Specify the name of the virtual directory for each of the web access sites, select Enabled for each site you want to enable, and click Next.
The SMTP Server is used by the
Maximizer Email Service.
Specify your SMTP Server settings, and click Next.
If your ISP requires authentication, you must select the
Outgoing mail server requires authentication checkbox and enter the User name and Password of a valid account.
Not all of these checkboxes may be available, depending on which installation options you selected.
Select any of the following options, and then click Next:
• Create Maximizer desktop shortcut – This option creates an icon on the Windows desktop that runs Maximizer when you double-click it.
• Create Maximizer Start Menu shortcut – This option creates a shortcut to Maximizer on the Windows Start menu.
Creating the Maximizer
Workstation setup files causes the Maximizer Server installation to take much longer. Select this option only if necessary. For more
Maximizer CRM Workstation over the Network” on page 45.
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41
• Create Maximizer workstation setup files – This option creates a set of setup files on the Maximizer Server. If you choose to create these setup files, you can install Maximizer
Workstation on any computer by connecting to the
Maximizer Server over the network and running this setup— no installation disc is required.
This folder must be shared and available to all network users who need these files to install
Maximizer CRM Workstation.
(This step applies to the Create Maximizer workstation
setup files option only.) Select a location to install the workstation setup files, or use the default location, and click
Next.
Review the installation settings, and click Next.
Select a location to install the database components or use the default location, and click Next.The wizard displays an installation progress indicator. After the installation is complete, click OK to close the message box.
The installation may prompt you to restart your computer.
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Click Finish to close the wizard and restart the computer (if necessary).
If your computer needed to restart, log in to Windows using an administrator account. This step is required to complete the installation.
If you are installing Maximizer CRM Server, and your Microsoft
IIS server is on a different machine, install Maximizer
Components for Microsoft IIS on your Microsoft IIS machine, from the Maximizer CRM Server disc, as described in the following section.
Installing Maximizer Components for Microsoft IIS
You must be logged into
Windows as an administrator to install Maximizer. After installation, it prompts you to restart the computer, and then you must log in as an administrator again to complete the installation.
The Maximizer Components for Microsoft IIS installation is required to install the web access sites. Microsoft IIS must already be installed.
To install Dashboard components for IIS, you must complete a custom installation of the Maximizer server and select the Dashboard
Components for IIS option in the Select Features screen. For
information on installing Maximizer server, see “Installing Maximizer
NOTE: The following procedure is to install Maximizer Components for Microsoft IIS only on a machine that is not the Maximizer application server. To add the Maximizer Components for Microsoft
IIS to an existing Maximizer application server, ensure the installation media is accessible from the application server. For example, if you installed the Maximizer application server from the disc, the disc must be in the drive. If you installed the Maximizer application server from another machine on the network, the other machine must be accessible. Then, modify the Maximizer installation via the Add/
Remove Programs module in the Control Panel, and enable the
Maximizer Components for Microsoft IIS option.
If the setup doesn’t start automatically, you can start it manually by running setup.exe in the MaxEnt folder of the disc
(e.g., D:\MaxEnt\setup.exe).
➤
To install Maximizer Components for Microsoft IIS
Close all programs running on the server.
Insert the Maximizer CRM Server disc. (The server and workstation versions are on separate discs.)
The setup starts automatically.
Select Install Maximizer CRM Server.
The InstallShield Wizard starts.
Click Next to begin the installation.
Read the license agreement, and click Yes to continue.
If the setup is unable to stop the IIS Server, select Start >
Settings > Control Panel >
Administrative Tools >
Services and stop the IIS
Admin Service.
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Enter your Product Serial Number, First name, and Last
name into the required fields, and click Next.
Select Maximizer Components for Microsoft IIS, and click
Next.
Maximizer Components for Microsoft IIS must be installed on one of your network servers. Select only this option if you are installing on the IIS Server and the Maximizer Server is on a different machine.
Click Next to install to the default location.
– or –
Click Browse, select a destination folder to install Maximizer
CRM, and click Next.
Click Browse, and select the same SQL Server that you selected for the Maximizer Server installation.
Enter the SQL administrator User name and Password, and click Next.
Enter the name of the HTTP Server, and click Next.
The IIS Server can be identified to the web by a fully qualified domain name (e.g., “www.yourcompany.com”), by its IP address, or by its computer name. The most common choice is to use a fully qualified domain name. The other choices are provided for flexibility in the event that a fully qualified domain name is not available at the time of installation.
Specify the Website for the Maximizer Components for
Microsoft IIS settings, and click Next.
If you choose to use an existing website, select the website from the drop-down list. Its identities are displayed in the website identities area.
If you choose to create a new website, enter the description, TCP port, IP address, and Host Header value.
Specify the name of the virtual directory for each of the web access sites, select Enabled for each site you want to enable, and click Next.
Review the installation settings, and click Next to begin installing.
The wizard displays an installation progress indicator.
When the installation is complete, the final step of the wizard appears, as shown below.
Click Finish to close the wizard.
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After the computer restarts, log in to Windows using an administrator account. This step is required to complete the installation.
Maximizer Components for Microsoft IIS are now installed.
Setting Full Permissions to the Maximizer Web Access Temp Folder
After installing Maximizer and setting more secure permissions on
the Maximizer directory (as described in “Setting File and Directory
Permissions” on page 20), give the IIS/ASP.NET account full
permissions to the following folder to allow documents to be downloaded from the Maximizer Web Access:
...\Program Files\Maximizer\Portals\Employee\Temp
➤
To set full permissions to the Maximizer Web Access
Temp folder
On the IIS server, locate the following folder:
...\Program Files Maximizer\Portal\Employee\Temp
Open the Security Properties for the Temp folder.
Right-click the Temp folder and select Security. Click
Properties, then select the Security tab. Click Edit.
Click Add.
Click Locations
Select the local machine.
Enter IIS_USRS and click OK.
Check Full Control.
Click OK.
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45
Installing Maximizer CRM Workstation
After installing Maximizer on the server and performing the steps
listed under “Installation Checklist” on page 24, follow the steps in
this section to install Maximizer on the workstation computer.
You can install Maximizer Workstation from the Workstation Setup files on the server or from the disc.
The following section explains how to install Maximizer Workstation:
•
“Installing Maximizer CRM Workstation over the Network” on page 45
Installing Maximizer CRM Workstation over the Network
To install Maximizer Workstation over the network using the
Workstation Setup files on the server, you must have selected the
Create Maximizer Workstation setup files option during the
Maximizer Server installation.
You must be logged into
Windows as an administrator to install Maximizer. After installation, it prompts you to restart the computer, and then you must log in as an administrator again to complete the installation.
➤
To install Maximizer CRM Workstation from the
Workstation Setup file on the server
On the workstation, open Windows Explorer and browse to the following shared directory on the Maximizer Server:
\\<server_name>\MxServer\MaxCRMWSInstall\
Double-click setup.exe to run it.
The Installshield Wizard starts.
Click Next to begin the installation.
Read the license agreement, and click Yes to continue.
Enter your Product Serial Number, First name, and Last
name into the required fields, and click Next.
Click Next to install to the default location.
– or –
Click Browse, select a destination folder to install Maximizer, and click Next.
The Maximizer database files install to the ...\Documents and
Settings\<localuser>\Application Data\Maximizer\ folder. If other users should be able to access these database files, you must
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<localuser>\ folder
.
Select a setup type, and click Next.
Typical installs the standard Maximizer CRM components.
Administrator is not installed by default on workstation installations. To install Administrator on a workstation, select
Custom.
Custom enables you to select additional, optional components to install, such as Administrator, and MaxAlarm.
If Microsoft Outlook or Microsoft Word is installed on this computer, the wizard prompts you to integrate either or both of those applications with Maximizer. Select the applications to integrate, and click Next.
The Maximizer documentation uses Escona Tutorial as its sample Address Book.
Chapter 3
Installing Maximizer
(This step applies to Typical installations only.) Select any or all of the sample Address Books to install.
47
(This step applies to Custom installations only.) Select which features to install on the server, and click Next.
(This step applies to the Corel WordPerfect Integration
option only.) If the setup cannot locate Corel WordPerfect on the computer, it prompts you to provide the path to these files
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Administrator’s Guide and folders. Click Browse to select the correct paths, and click
Next.
Enter the name of the Maximizer Server, and click Next.
Select any of the following options you want for Maximizer and click Next.
Create Maximizer desktop shortcut – This option creates an icon on the Windows desktop that runs Maximizer when you double-click it.
Create Maximizer Start Menu shortcut – Creates a shortcut to Maximizer on the Windows Start menu (Start > Programs >
Maximizer CRM).
Review the installation settings, and click Next to begin installing.
The wizard displays an installation progress indicator.
Chapter 3
Installing Maximizer
Click OK to close the message box.
The installation wizard prompts you to restart the computer.
Click Finish to close the wizard and restart the computer.
After the computer restarts, log into Windows using an administrator account. This step is required to complete the installation.
Maximizer CRM Workstation is now installed.
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Installing Maximizer Companion Applications
The following table explains how to install each of the Maximizer companion applications. For information about each of these
applications, refer to “Maximizer CRM Modules and Components” on page 4.
Application
Workflow Automation
Powered by
KnowledgeSync
MaxAlarm
Installation Instructions
On the Maximizer CRM Server Setup disc, select Install Workflow Automation
Powered by KnowledgeSync and follow the on-screen instructions.
MaxAlarm is available in the Custom
Installation options of the Maximizer CRM
Setup disc.
Installing Microsoft Office Integration for Maximizer Web Access
You can install Microsoft Word and Microsoft Outlook Integration for Maximizer Web Access on server and workstation computers.
Each integration installs a Maximizer Web Access toolbar menu in
Word or Outlook. These integrations are different from the
Microsoft Office integrations that are available while installing
Maximizer.
You can also install Word and Outlook integration directly in
Maximizer Web Access. The procedure involves downloading ActiveX controls, which may be disallowed on some networks. For more information, see the Maximizer CRM User’s Guide.
➤
To install Word or Outlook integration for
Maximizer Web Access
Insert the Maximizer CRM Server or Maximizer CRM Workstation disc.
The setup starts automatically.
Select Browse this Disc.
Open the Office_Integration folder.
Double-click one of the following files:
• MSWordInt.msi to install Word integration.
• OutlookInt.msi to install Outlook integration
The InstallShield Wizard starts.
Chapter 3
Installing Maximizer
Follow the steps outlined in the wizard to install the files.
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Adding and Removing Maximizer CRM Components
Expand the branches to add or remove sub-components.
Maximizer enables you to add and remove specific components of the software without having to reinstall Maximizer itself.
➤
To add or remove Maximizer CRM components
Close all programs running on the computer
Insert the Maximizer disc.
On the Setup disc Autorun screen, select Install Maximizer
CRM Server or Install Maximizer CRM Workstation.
If the setup doesn’t start automatically, you can start it manually by running setup.exe from the MaxEnt folder of the disc (e.g., \
MaxEnt\setup.exe).
Select Modify, and click Next.
Checkboxes are automatically selected for any currently installed components.
Select the checkbox beside any components to add.
Clear the checkbox beside any components to remove.
If a component is already installed, and you want to keep it, do not clear the checkbox beside that component.
Click Next.
Maximizer begins the update.
Chapter 3
Installing Maximizer
53
Full-Text Search Component of SQL Server
The Full-Text Search component of Microsoft SQL Server applies to
Search by Notes, Search by Documents, and Knowledge Base searches in Maximizer.
Th Microsoft SQL Server Full-Text Search component is installed with the Maximizer instance of SQL Server Express. You may need to start the Full-Text Search service before you can use Full-Text Search in
Maximizer.
To learn more about Full-Text Search in Microsoft SQL Server, refer to your Microsoft SQL Server documentation.
The following sections contain information on the full-text search component in SQL Server:
•
“Using Full-Text Search in Maximizer” on page 53
•
“File Types Available for Full-Text Search” on page 54
•
“Starting the Full-Text Search Service” on page 55
•
“Enabling Full-Text Search in Existing Address Books” on page 55
•
“Removing Full-Text Search Catalogs from Address Books” on page 57
Using Full-Text Search in Maximizer
The full-text search option is enabled if the Microsoft Search service is running and the full-text search indexes have been created.
Otherwise, the option is disabled. Full-text search indexes are created during database creation or upgrade. However, you can also force creation of the indexes by executing the EnableFTIndexes.sql script.
When you run a search using full-text searching in Maximizer, the search returns only entries containing full words specified in the search text. If users search for text that is included in part of a word, the search does not return entries that contain that word. For example, if you search for “hedge”, only entries containing the word
“hedge” are returned. Entries containing the word “hedgehog” are not returned.
Full-Text Search for Documents and Notes
The Search by Documents and Search by Notes functions in
Maximizer include an option to “Perform search using Full-Text
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Indexing”. This option performs queries using the “contains” keyword.
Note that when using full-text search to search by notes or documents, the search returns all notes or documents associated with the entry containing the matching note or document. The search does not return only the note or document matching the search text.
For more information about full-text search, refer to the Microsoft
SQL Server documentation.
Full-Text Search in the Knowledge Base
Full-text search is required for full-text searches in the Maximizer
Knowledge Base. If full-text search is not enabled, the option for fulltext searching in the Knowledge Base is inaccessible.
File Types Available for Full-Text Search
Full-text search results are dependent on the full-text search filter for the document type. For specific information about the full-text search behavior, refer to the full-text search filter provider’s documentation.
Using full-text search when searching by documents enables you to conduct full-text searches on the following file types: .DOC, .XLS,
.PPT, .TXT, and .HTM.
Full-text searching does not search through Maximizer documents
(.ETF files) and email messages saved as documents.
You can also download and install additional full-text search filters to enable full-text searching of other document types, such as .XML,
.RTF, and .PDF:
Chapter 3
Installing Maximizer
55
Information about third-party filters is included here for your information only. Maximizer cannot guarantee the functionality of third-party filters.
• Filters for .XML and .RTF files are available from Microsoft. For more information, visit the Microsoft website
(www.microsoft.com), and search for “xml iFilter” or “rtf iFilter”.
You could use the .RTF IFilter for full-text searching of Maximizer
Word Processor documents. In the Maximizer Word Processor, save the your documents as .RTF files to search for the files using the .RTF IFilter.
• A filter for .PDF files is available from Adobe. For more information, visit the Adobe website (www.adobe.com), and search for “pdf iFilter”.
To use full-text search, the document being searched must be less than 16 MB in size, and it must not contain more than 256 KB of filtered text.
Starting the Full-Text Search Service
Full-Text Search uses the SQL Full-text Filter Daemon Launcher service. This service is installed with the Maximizer instance of SQL
Server Express. You should check that the service is started and if necessary start the service for the Maximizer instance of SQL server.
➤
To start the Full-Text Search service
Open the Windows Services snap-in.
Select Start > Administrative Tools > Services or Start >
Control Panel > Administrative Tools > Services.
Locate the SQL Full-text Filter Daemon Launcher
(MAXIMIZER) service.
In the Status column, you can see if the service is started or not.
If necessary, right-click and select Start to start the service.
Enabling Full-Text Search in Existing Address Books
If you created Address Books in previous versions of Maximizer, the
Address Book will not have Full-Text search enabled. You must enable full-text search in the Address Book to use the functionality.
By default, the Escona Tutorial sample Address Book does not have full-text search enabled. This is to keep the Address Book compatible with SQL installations that do not have the Full-Text Search component.
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These procedures apply only to
SQL Servers where Maximizer has already been installed.
If the Connect to SQL Server dialog box doesn’t open automatically, select File >
Connect to Object Browser.
➤
To enable full-text search in an existing Address
Book
Open the SQL Server Management Studio (Start > Programs >
Microsoft SQL Server 2008 R2> SQL Server Management
Studio).
Select the SQL Server where the Address Book resides.
Log in to the server, and click OK
This step shows the default installation path for Maximizer program files. Your Maximizer program files may be installed somewhere else.
.
Select New Query.
Change the database to the database that you want to enable full-text searching on in the drop down.
Navigate to the SQL script file to run (these script files are located in C:\Program Files\Maximizer\DbScripts\SqlServer):
• To enable full-text search for notes, documents, and the
Knowledge Base, run the EnableFTindexes.sql script.
Select Execute
Chapter 3
Installing Maximizer
57
.
This procedure applies only to
SQL Servers where Maximizer has already been installed.
When the script is complete, the Full-Text Search component will be enabled in the Address Book.
➤
To verify that full-text search is enabled in an
Address Book
Open SQL Server Management Studio.
Expand the Console Root tree until you can see the Address
Book (inside the Databases folder).
Expand the Address Book node, and select Full-Text Catalogs.
If Full-Text Search is enabled, the following Full-Text Catalogs appear in the list.
Notes, documents, and Knowledge Base full-text catalogs:
• DocumentsCatalog
• KnowledgeBaseCatalog
• NotesCatalog
Removing Full-Text Search Catalogs from Address Books
If you have problems with full-text searching, you can remove the full-text search catalogs from your Address Books. This procedure may fix problems that arise after moving an Address Book to a different server. After removing a full-text search catalog, you can reenable full-text search to regenerate the catalog for the Address
Book.
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➤
To disable full-text search in an Address Book
• Use SQL Server Query Analyzer to run the
Drop_FTS_Indexes_script.sql script file on the Address Book.
The script is located in the ...Maximizer\DBScripts\SqlServer folder.
For details on running script files on Address Books, refer to the
procedure in “Enabling Full-Text Search in Existing Address
Chapter 3
Installing Maximizer
59
Installing Licenses
You must have enough licenses for the total number of enabled users across all installed Maximizer products, including Maximizer and Maximizer Web Access. When you purchase licenses from
Maximizer Software, you receive a Product License Number (PLN), which includes licenses for a specified number of users. Once installed, licenses must be activated before they can be used. In order to activate your licenses you must have a current maintenance account.
Maximizer licenses are stackable. For example, if you have 14 licenses and want to upgrade to 32, you just need a new PLN for 18 users, and you can apply it in addition to the original 14-user PLN.
Note that the Maximizer system login accounts (EMAILUSER and
WEBUSER) are always enabled and do not consume any Maximizer licenses. Also, the MASTER user account is always enabled, and it consumes a license only if you are logged in to Maximizer using the
MASTER user account.
The following sections contain information on installing Maximizer licenses:
•
“Installing a License” on page 59
•
“Applying a License” on page 60
•
“Viewing Applied and In-Use Licenses” on page 60
Installing a License
After you install Maximizer or purchase additional licenses, you must install the Product License Numbers (PLN). The following procedure applies to all Maximizer CRM products.
If you install additional multi-user licenses after activating
Maximizer, you must activate the licenses before using them. In order to activate your licenses you must have a current maintenance account.
➤
To install a product license number (PLN)
Run Administrator.
Select Utilities > Install Multi-User License.
Enter the PLN.
Click Install License.
Repeat steps 3 and 4 to install any additional licenses.
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To activate the licenses, click Activate. And in the Activation dialog box, click Activate again.
Click Close.
Administrator closes automatically.
The next step is to apply the PLN(s) to the Address Books.
Applying a License
After you have installed a PLN, you must apply it to the Maximizer
Address Book(s).
➤
To apply a product license number (PLN)
After installing a PLN, start Administrator.
Open and close each Address Book that you are applying licenses to.
The license has now been applied to the Address Book(s).
Viewing Applied and In-Use Licenses
➤
To view the number of applied and in-use licenses
• In Administrator, select Reports > Current Users.
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Installing Maximizer
61
Activating Maximizer
In order to use your Maximizer software and licenses you must activate them. After installing Maximizer for the first time, you can use the software for a limited period of time before you are required to activate the software. Once this grace period is over, you will be unable to log in to any of your Maximizer products until you activate the software.
• You are prompted to activate the software when you first log in.
You can also activate the software from the Install Multi-user
Licenses dialog box in Administrator.
• If you install additional multi-user licenses after activating
Maximizer, you must activate the licenses before you can use them to create new users.
• In order to activate your software and licenses, you must have a current maintenance account.
• If you upgrade from a version of Maximizer that has already been activated, there will be no grace period and you will need to activate the Maximizer software immediately before you can use it.
➤
To activate your software and licenses
Run Administrator.
Select Utilities > Install Multi-User License.
Click Activate.
Click Install License.
Verify that your Customer No. and Product serial number
(PSN) are correct, and click Activate.
The software will attempt to contact Maximizer servers to verify your Customer Number and Product Serial Number and maintenance status. Once your information has been verified, a confirmation dialog is displayed to let you know that activation was successful.
If the Internet activation is unsuccessful, you are given the option to contact a Maximizer customer support representative to obtain an Activation Code that you can use to activate the software.
Click OK to close the confirmation dialog. Your Maximizer software and all licenses are now activated.
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Where to Go from Here...
• Create a new Address Book or upgrade an existing Address Book
to the latest version of Maximizer, as described in chapter 4
“Creating or Upgrading Address Books” on page 63.
• Create login accounts for Maximizer users and assign users to security groups and sales and marketing teams, as described in
chapter 5 “Setting Up Users, Groups, and Teams” on page 77.
• Configure Address Book preferences, including duplicate
Address Book entry handling, user-defined fields, key fields, customer service and opportunity email notification templates, and event notification, as described in chapter 7 “Configuring an
Address Book” on page 141.
• Configure the Address Book for access through Maximizer Web
Access
Maximizer Web Access permit users to access the Maximizer
Address Book data from any Internet-connected computer using a browser such as Internet Explorer. You can enable Maximizer
Web Access by making certain modifications to the Address
Book. See “Configuring Web Access” on page 175.
• For more information on converting a database, please refer to
chapter 13 “Managing Address Book Data” on page 277.
C
H A P T E R
4
Creating or Upgrading
Address Books
4
In this chapter...
“What is Administrator?” on page 64
“Creating Address Books” on page 66
“Deleting Address Books” on page 70
“Maximizer System Login Accounts” on page 71
“Changing the MASTER User Password” on page 72
“Upgrading or Converting an Address Book” on page 73
“Time Zone Alignment” on page 74
“Importing Vertical Templates” on page 75
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What is Administrator?
Administrator is the administrative center of Maximizer. Use it to complete the following tasks:
• Create and configure Address Books.
• Set up user-defined fields for different types of entries.
• Manage Maximizer application settings.
• Customize Maximizer fields and settings.
• Manage users, sales/marketing teams, and security groups.
Once Administrator is running, you can open any Address Book and perform administrative tasks. There will be no database conflicts if you open an Address Book while it is in use by another user.
(However, you should ensure all users have logged out before backing up or restoring the Address Book.)
➤
To log in to Administrator
Click Start > Programs > Maximizer CRM > Administrator.
Select an Address Book, and click Open.
The default MASTER user password is “control”, unless it has already been changed to another password in any
Maximizer Address Book on the server.
Enter the User ID and password of an administrator, and click
OK.
The Address Book opens in Administrator.
Chapter 4
Creating or Upgrading Address Books
65
➤
To open an Address Book
In Administrator, select File > Open Address Book.
Select an Address Book, and click Open.
Enter the User ID and password of an administrator, and click
OK.
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Creating Address Books
Sample Address Books are installed with Maximizer and demonstrate how a company would use Maximizer. Do not use the sample Address Book for your own data.
For information about transferring Address Book information, refer to
“Importing Address Book Data from MXI or XML Files” on
Once you have familiarized yourself with Maximizer by using a sample Address Book, such as Escona Tutorial, your first administrative task is to set up a new Address Book.
Administrator makes it easy to create your Address Book in a few steps, and even enables you to create it using some of the settings from an existing Address Book, such as preferences, templates, userdefined fields, and macros.
Once you’ve created the Address Book, set up user accounts and configure security and preferences. If you need to add entries from another Address Book, Maximizer can transfer those entries to the new Address Book. Any user can transfer Address Book information, provided that they have sufficient security privileges in their account.
The following sections contain information on creating Address
Books in Maximizer:
•
“Checklist: Setting Up an Address Book” on page 66
•
“Global and Local Address Book Lists” on page 67
•
“Creating an Address Book” on page 68
Checklist: Setting Up an Address Book
Use this list to help you set up a new Maximizer Address Book.
Perform these steps in the order shown here.
Create the new Address Book. Refer to “Creating an Address
Change the MASTER user password. Refer to “Changing the
MASTER User Password” on page 72.
Enable security for an Address Book. This applies only if there are multiple users in your Address Book. To enable security, select the Enable security option on the System
Options tab in Administrator preferences. Refer to “Address
Book Preferences” on page 142.
Add users to the Address Book. When a new Address Book is created, it contains only the MASTER user accounts. Create an
account for each Maximizer user. Refer to “Adding a User to an
Set up security for users and security groups. You may want some users to have more access to your Address Book data than other users. Administrator lets you restrict access to specific
users and groups of users. Refer to “User and Group Security” on page 85.
Chapter 4
Creating or Upgrading Address Books
Test the Address Book. In Maximizer, log in to the Address
Book with one or more of the new user accounts.
67
Global and Local Address Book Lists
When users open Address Books from Maximizer workstations, they have the option of choosing between a Local or Global Address Book list.
• Local: The Address Books in the Local Address Book list reside on the local workstation.
• Global: The Address Books in the Global Address Book list reside on the server. Use this list to access shared Address Books. When creating a global Address Book, it is recommended that you create the new Address Book on the Maximizer Server. If you create a new global Address Book from the workstation, you must have administrative rights to the server.
You cannot create automated campaigns in a local Address Book.
Therefore, campaign users must create their Address Books in the
Global List, so automated campaigns can be created on the
Maximizer Server. You must also use the Global setting to access shared Address Books.
➤
To change the Address Book list on a workstation
In the top-left corner of the window, click the Maximizer button, and select Open Address Book.
Choose Local or Global. This setting affects the listed Address
Books.
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Creating an Address Book
Use Administrator or Maximizer to create new Address Books. After the new Address Book is created and added to the list of Address
Books in Maximizer, each workstation receives the updated Address
Book list when logging in.
➤
To create a new Address Book
In Administrator, select File > New Address Book.
– or –
In Maximizer, in the top-left corner of the window, click the
Maximizer button, and select New Address Book.
Type the name of the new Address Book in the Address Book
name field, and click OK.
Click OK.
Maximizer prompts you to copy defaults from an existing
Address Book to the new Address Book.
Click Yes to copy the default settings, or click No to create a blank Address Book.
Maximizer creates the new Address Book.
Chapter 4
Creating or Upgrading Address Books
69
Connecting to an Address Book
Maximizer allows you to connect to any Address Book on a computer running SQL Server Express. The computer can be a Maximizer workstation or a server.
➤
To connect to an Address Book
From Administrator, select File > Connect to Address Book.
– or –
From Maximizer, in the top-left corner of the window, click the
Maximizer button, and select Connect to Address Book.
In the Connect to Address Book dialog box, select the computer that hosts the Address Book to which you would like to connect.
Choose an Address Book from the Available Address Books list and click Open.
Choose Local or Global in the Create new Address Book in field.
When you are connected to the Address Book, you are prompted with a message saying the connection was successful. Click OK to close the message dialog box.
Once the connection to an Address Book is established, it appears in the Open Address Book window. You can use the
Remove button in the Open Address Book dialog to remove it from the available Address Book list.
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Deleting Address Books
You can remove any existing Address Books from Address Book lists.
When you remove the Address Book, the data remains in the database. You can later employ the database to log in to the Address
Book again.
➤
To remove an Address Book
Select File > Open Address Book.
Select the Address Book, and click Remove.
At the prompt, click OK.
Enter the user ID and password of an administrator for the
Address Book.
Click OK.
Chapter 4
Creating or Upgrading Address Books
71
Maximizer System Login Accounts
When a new Maximizer Address Book is created, the following login accounts are created automatically:
• MASTER is required to log in to the Administrator module of
Maximizer. This account consumes a license only if it’s used to log in to Maximizer.
• EMAILUSER gives Maximizer access to Address Book data when it performs automated email activities such as automated campaigns. This account does not consume a Maximizer license.
• WEBUSER is required for Customer Access and Partner Access.
This account does not consume a Maximizer license.
• COMPANY is used for the company calendar, which displays company events in the Maximizer calendar. Company calendar events are created under the COMPANY user account. This user account provides read-only access of its calendar to all users. This account is disabled by default. However, if the account is enabled and used to log in to Maximizer, it consumes a
Maximizer license.
• maximizer_default is a system login created in the Maximizer instance of Microsoft SQL. It is used only by Maximizer and cannot be used to log in to Maximizer or Microsoft SQL. If this
user is missing see “Recreating the Maximizer_Default User” on page 332.
It is important to leave the MASTER, EMAILUSER, and WEBUSER accounts enabled. Maximizer requires these accounts in order to function correctly.
It is important to change the password for the system login accounts from the default immediately after creating an Address Book. For
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Changing the MASTER User Password
If the MASTER password for an existing Address Book has been changed, and then you create a new Address Book, the new Address Book will have the same password as the existing Address Book, and not “control”.
The default password for the MASTER user is control. For security reasons, you should change this password immediately after creating a new Address Book. Maximizer also creates the WEBUSER and
EMAILUSER system user accounts, and it’s important to change the passwords for these accounts as well.
➤
To change the MASTER user password
In Administrator, log in to the Address Book as MASTER.
Select File > Manage Users.
Select MASTER from the user list and click Password.
In the Old password field, type control (or the current password if you have changed the MASTER password before).
In the New password and Confirm password fields, type the new MASTER user password, and click OK.
The MASTER user password is updated.
Repeat this procedure to change the passwords for the
WEBUSER and EMAILUSER accounts as well.
Chapter 4
Creating or Upgrading Address Books
73
Upgrading or Converting an Address Book
If you are upgrading
Maximizer Pervasive databases, do not uninstall
Pervasive until you have successfully upgraded all of the Pervasive databases.
Note that the Browse button is used to locate Maximizer files that are in a Pervasive (Btrieve) database format. It is not applicable to a SQL Server
Address Book.
You can upgrade an Address Book by opening it in Administrator or
Maximizer. Administrator also has a built-in utility to convert existing
Maximizer databases from older versions to the current version, and to convert Maximizer Pervasive databases to Maximizer SQL databases.
You should always back up the Address Book before upgrading. For
instructions on backing up, refer to “Backing Up and Restoring
Address Book Data” on page 278. For older databases, refer to the
User’s Guide for your previous version of the software. If you have customized the dictionary and holidays, also back up those files separately before upgrading.
If you are upgrading Maximizer from a previous version and you have old reports in the Crystal Reports file structure for Maximizer, the old reports are archived in a folder named after the Address
Book with a .BAK file extension, where your other report files for
Maximizer are stored (e.g., ...\My Documents\MaximizerReports folder). You can copy the reports to any of your working folders, such as the Sales folder, to access the reports from Maximizer.
After upgrading a database, you should always perform an Address
Book validation and recovery. For further information, refer to
“Verifying and Recovering Address Book Data” on page 286.
➤
To upgrade a Maximizer Address Book
Ensure Maximizer is closed on all machines before proceeding with the upgrade.
If you have an Address Book open in Administrator, select File >
Close Address Book.
Select Utilities > Upgrade Maximizer Address Book.
Select Yes when prompted to continue.
If the Address Book does not appear in the list, click the Browse button to browse to the location of your Pervasive (Btrieve)
Address Book files and click OK. Then, enter an Address Book name and click OK.
Select the Address Book from the available Address Book list, and click Open.
Log in with the MASTER password or as a user with a Maximizer
Administrator role.The upgrade process begins.
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Time Zone Alignment
Users can only be aligned once.
After upgrading your database, use the Time Zone Alignment utility to align users’ appointment, Hotlist task, and opportunity activity times with the time zone in which these records were created. This step is necessary only for users that have created appointments,
Hotlist tasks, or opportunity activities from a time zone that is different than the Maximizer CRM Server.
➤
To align time zones
Select Utilities > Time Zone Alignment.
Select all users that belong to a specific time zone.
From the Time Zone drop-down list, select the time zone of the users.
Select the Adjust for daylight saving time option if the selected users are in a time zone or region that observes daylight saving time.
Click Align.
Repeat steps 2 to 5, as necessary, for all applicable users and time zones.
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Importing Vertical Templates
Maximizer provides vertical templates for several industries. You can import any of these vertical templates into your Address Book. A vertical template creates industry-specific user-defined fields, action plans, search catalogs, column setups, document templates, etc. in your Maximizer Address Book.
➤
To import a vertical template
Log in to the Address Book in Administrator or Maximizer.
You must be logged in as MASTER to import a vertical template.
In Administrator, select File > Import > Vertical Templates >
[industry].
– or –
In Maximizer, in the top-left corner of the window, click the
Maximizer button, and select Import/Export/Transfer. Then, under Import, select Vertical Templates > [industry].
The Import [industry] Vertical Template dialog box opens, displaying the items included in the template.
Click Import.
Items in the list are highlighted as the import process advances.
When the import process is complete, an Import Summary displays the number of items imported with the vertical template.
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C
H A P T E R
5
Setting Up Users,
Groups, and Teams
5
In this chapter...
“Adding a User to an Address Book” on page 78
“User Administration” on page 83
“Changing User Passwords” on page 84
“User and Group Security” on page 85
“Sales and Marketing Teams” on page 100
“Linking Maximizer Users to Windows Logins” on page 103
“User Preferences” on page 104
“Access Rights Required to View or Generate Crystal Reports” on page 105
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Adding a User to an Address Book
The user’s name and contact information can be inserted as merge fields in the word processor.
As the Address Book administrator, you already have a user ID
(MASTER) set up for you. Log in as an administrative user in
Administrator to perform setup or administrative tasks. The default password for MASTER is “control”, but it may be different if it has already been changed in any Address Book. To use Maximizer, you should create a personal user ID for yourself.
Before a user can log in to Maximizer, you must assign that person a
Maximizer user ID. All security in Maximizer is based on user IDs and the rights you assign to them. You should also assign a user Display
Name, which easily identifies the user throughout Maximizer. When you fill in the First name and Last name fields in the Add User dialog box, the Display name field is completed automatically to include the user’s first and last name together. You can change this display name.
Use the User Properties dialog box to enter a user’s name and contact information, assign user-defined fields, specify access rights, and add a user to security groups and sales/marketing teams. Note that you can also add users to security groups and sales/marketing teams using the Groups/Teams module.
➤
To add a new user to the Address Book
Select File > Manage Users.
The Manage Users dialog box opens.
Click Add.
The Copy Selected User’s Settings dialog box opens.
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Click Yes to copy the settings from the selected user, or No to start with the default settings.
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The Add User dialog box opens.
In the General tab, fill in the basic information for this user.
• In the User ID field, enter unique identification for the user.
The user must specify the User ID to log in to Maximizer.
• The Display name field fills in automatically with the user's first and last names. You can change the display name.
• The Dept and Division fields affect where the user is displayed in user-selection lists (for example, in the Add
Appointment dialog box).
• In the Email field, enter an email address for the user.
The user must have an email address specified to send email from Maximizer.
• Under Module login, ensure Enabled is selected next to
Windows Access or Web access.
Users enabled for Windows Access can log in to Maximizer installed on the desktop. Users enabled for Web Access can log in to Maximizer Web Access and Mobile Access. You must have an available user license to enable the user.
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In the User-Defined Fields tab, select the values of any userdefined fields, as appropriate.
You can set up these custom fields in the File > Set Up User-
Defined Fields dialog box. Refer to “Setting Up User-Defined
Fields for an Address Book” on page 152 for more information.
Select the Access Rights tab.
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Click Modify User Access Settings, and set up the access settings for the user.
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For an explanation of the relationship between user access rights, user access settings, and group access settings, refer to
“User and Group Security” on page 85.
For an explanation of each of the access settings, refer to “User
Access Rights and User/Group Access Settings” on page 86.
Click OK to save the changes to the access settings.
In the Groups/Teams tab, select any security groups and sales/ marketing teams to which the user should belong.
(To add groups and teams, use the File > Security Groups and
Teams dialog box.)
Click OK.
The default user password is maximizer. Ensure that you or the user create a new password from the Manage Users dialog box.
The new User ID and its associated information now appear in the User list.
Enabled and Disabled Users
You can create any number of users in your Address Book. However, you must have licenses for all enabled users. The total number of users across all products cannot exceed the number of available licenses. Any additional users must be disabled. Disabled users cannot
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You cannot enable a user when you are at your limit of licensed users. You must first disable an existing enabled user, and then enable the user.
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User Administration
In Maximizer and Administrator, you can manage all settings for a user from a central location. In Administrator, select File > Manage
Users, select a user, and click Administer User to open the Administer
User dialog box. You can change properties, preferences, and other default settings for the user. Click the links in the navigation pane on the left to display information in the main content pane on the right.
In the content pane, you can access links to a number of user settings.
Navigation pane option Allows you to...
User Properties
User Preferences
Password
View and edit general information, userdefined fields, access rights, groups/teams, or linked Windows login for the selected user in the Properties dialog box.
For more information, see “User and Group
View and edit preferences for the current user in the Preferences dialog box.
For more information, see the Maximizer CRM
User’s Guide.
Change the password for the selected user in the Password dialog box.
For more information, see “Changing User
Default Entries
Default Notes
Modify the Address Book, opportunity, and customer service default entries for the selected user.
For more information on default entries, see the
Maximizer CRM User’s Guide.
Change the Address Book, opportunity, customer service, and campaign default note for the selected user.
For more information on default notes, see the
Maximizer CRM User’s Guide.
Security Groups and
Teams
Configure security groups and sales and marketing teams in the Security Groups and
Teams dialog box.
For more information see “Security Groups” on
page 93 and “Sales and Marketing Teams” on page 100.
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Changing User Passwords
The following procedure explains how to change user passwords in
Administrator. However, users can also change their own passwords in Maximizer by selecting Manage Users from the User Management group on the Setup tab.
➤
To set and change a user’s password in
Administrator
In Administrator, select File > Manage Users.
The Manage Users dialog box opens.
Select the Maximizer user, and click Password.
The default password for a new user is “maximizer”.
The Password dialog box opens.
Type the new password, then retype it on the next line to confirm it.
Click OK to save the new password.
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User and Group Security
As the Administrator, you can restrict each user’s access rights to types of entries, essentially providing per-module security. User access rights are accessible by going to the Access Rights tab of a
user’s properties (see “Modifying User Access Settings” on page 91).
These user access rights consist of the access settings (security settings) of the user account as well as the access settings of any security groups the user is a member of. For example, if the
Opportunity Delete permission is not set in the user’s access settings, but is granted in the access settings of a group the user is a member of, then the user is granted Delete permissions to Opportunity entries.
Each checkbox contains one of the following potential values:
Checkbox State Access Setting
Granted
Denied
Not set
Access Right
Granted n/a
Not granted
The following table illustrates user access rights derived from user and group access settings.
User Access Setting + Group Access Setting = User Access Right
If the user belongs to more than one group, the conflict illustrated below results in the user not being granted the access right.
User or Group
Access Setting
+ User or Group
Access Setting
+ User or Group
Access Setting
= User
Access Right
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User Access Rights and User/Group Access Settings
The following tables describe each of the user access rights and user or group access settings.
Permissions
If a Read permission is denied
(X), then the Insert, Modify, and Delete permissions are automatically disabled. A user cannot have Insert, Modify, or
Delete permissions without having Read permission.
Permissions
Address Book
User-defined fields
User-defined field setup
Notes
Controls the selected user's or group's right to view, add, change, or remove . . .
Entries in the Address Book window
Values in user-defined fields
User-defined field definitions
Documents
Mailing Address
Company Library
OrderDesk
Opportunities
Strategy Library
Campaigns
Customer Service
Knowledge base
User/Group setup
Accounting
Notes attached to entries
Users must have the Delete checkbox selected to be able to use the File > Purge > Notes function.
Documents attached to entries
Users must have the Delete checkbox selected to be able to use the File > Purge > Documents function.
Mailing addresses of Address Book entries
Files and folders in the Company Library
Entries in the OrderDesk window
Entries in the Opportunities window
Strategy Library information for opportunities
Entries in the Campaigns window
Entries in the Customer Service window
Articles in the Knowledge Base window
Users and Security Groups
• If the user does not have any User/Group
Setup rights, other users' or groups' properties are not accessible.
• If the user has read rights only, the related tabs are visible, but information cannot be modified.
• Insert, Modify, and Delete rights provide the corresponding access rights to all user and group properties.
Accounting transactions.
This access right applies only to earlier versions of Maximizer.
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Permissions
Controls the selected user's or group's right to view, add, change, or remove . . .
Action Plan Library Action plan templates in the Action Plan Library
Dashboards Dashboard entries
Privileges
Privilege Grants authorization to . . .
Allow Global Edit Perform global edits of Address Book entries in
Maximizer. Consider advising users with this privilege to back up the Address Book before making significant changes with Global Edit.
Allow private entries Add entries that are not visible to other users.
The user can use the Owner, Full Access, or Read
Access fields to create private entries or restrict entries to a group or a user.
Allow public entries Add entries that are visible to all other users in the Address Book.
Note that the Allow private entries and Allow public entries options cannot be denied at the same time. If both of these options are denied in two different groups a user belongs to (i.e., the checkboxes contain an x), the user is granted the Allow private entries right by default.
Allow transfer
Allow import
Transfer Address Book entries between
Maximizer Address Books. If you do not select this option, the menu items for transferring are disabled.
Import Address Book entries between
Maximizer Address Books or from external applications. If you do not select this option, the commands for importing are disabled.
Allow export Export Address Book entries between
Maximizer Address Books, and export information to Microsoft Excel. If you do not select this option, the commands for exporting are disabled.
Allow sync contacts with external clients
Synchronize Address Book entries and notes using Outlook Synchronization. However, users can still synchronize calendar appointments or
Hotlist tasks without this access right.
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Privilege Grants authorization to . . .
Modify system tables
Modify note properties
Modify email templates
Add, modify, or delete available values (items) of system fields, such as City and Category in
Address Book entries. See “System Table Fields” on page 90 for more information.
Change the values of the date, time, and creator fields in notes.
Create and modify email templates.
Modify/delete other owners’ notes
Change and delete other users’ notes. However, to be able to view other users’ private notes, the user must have the “Modify other users’ private entries” privilege enabled.
Modify other users’ private entries
Modify other users’ general information
View and modify entries marked as private that belong to other users.
This security privilege will override any other security settings for entries, including any settings based on security groups, so if a user has this privilege enabled, the user has full read and modify access to all entries, regardless of the entry’s Full Access, Read Access, or Owner settings. This security privilege is very powerful and should be granted with caution.
Change information in the General and User-
Defined Fields tabs of the user properties for other users.
Modifying a user’s general information, such as
Last Name, First Name, Company, and Phone
Number, does not have to be restricted to the
MASTER user. In many cases, an administrative assistant or a receptionist can be granted the rights to modify user’s general information without compromising the security of
Maximizer. This privilege allows the user to have access to all Maximizer users’ general information without giving them full security rights to the Address Book.
Allow manage currencies
Read audit log
Access the Currency Library in Maximizer, and add, edit, or delete entry currencies
View the audit log for entries.
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User’s Roles
User Role Grants authorization to . . .
Administrator Log in to Administrator and perform tasks based on the user’s security settings.
Customer Service
Manager
Have customer service cases assigned or escalated to the user. It also allows the user to change the value of the Case owner field.
This role also contains all functions of the
Customer Service Representative role.
Have customer service cases assigned to the user.
Customer Service
Representative
Knowledge Base
Approver
Approve Knowledge Base articles. A newly created article is assigned a draft status until it is opened and assigned a different status by an approver.
Sales Manager Re-assign the Account Manager field to a different user.
This role also contains all functions of the Sales
Representative role.
Sales Representative Be assigned to the Account Manager field. A
Sales Representative can assign the Account
Manager field to other Sales Representatives only if the Account Manager field is already assigned to the user or it is empty and not assigned to another user.
Allow printing to these destinations
Printing to certain destinations, such as files or email, can pose security risks for your organization. For example, a user could print important data fields to a file. This file would then contain information in a format that could easily be transported elsewhere.
Consider these security risks in balance with the improved business processes that can be achieved by using print destinations other than
Printer.
Destination
Printer
File
(Rich Text Format)
File (PDF Format)
Grants authorization to . . .
Print to the default printer.
Print to a .RTF file.
Print to a .PDF file.
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Destination
HTML Format
Preview
Custom Report
Grants authorization to . . .
Attach the report to an email message, usually in a .RTF file.
Print to a .HTM file.
Display a preview of the print output on the screen.
Open and print reports from the Crystal Reports option in the Reports tab in Maximizer. Note that the user cannot create custom reports unless he or she is also a member of the Crystal
Reports Users security group.
For more information about security settings
related to Crystal Reports, refer to “Access
Rights Required to View or Generate Crystal
System Table Fields
Items (available values) for the following fields can be added, modified, or deleted for users who are granted the Modify system
tables privilege.
Field Description
Address Book Entry Fields
Phone Fields
Subject and Phone Call Result
Hotlist Task and Appointment Fields
Activity and Priority
Campaign Fields
Mr/Mrs, Position, Salutation, Company, Department,
Division, City, St/Prov, Country, Email Description, Phone
Description, Do Not Solicit By, Category, Lead Source, and
Related Address Book Entry Relationship Type
Customer Service Fields
Opportunity Fields
Traditional Campaign Objective, Traditional Campaign
Activity, Traditional Campaign Template Activity
Description, Automated Campaign Products/Services, and
Automated Campaign Categories
Products/Services, Categories, and Subject
Products/Services, Categories, Objective, and Next Action
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Modifying User Access Settings
For an explanation of the relationship between user access rights,
user access settings, and group access settings, refer to “User and
For an explanation of each of the access settings, refer to “User
Access Rights and User/Group Access Settings” on page 86.
➤
To modify access settings of an existing user
Select File > Manage Users.
Select the Maximizer user, and click Properties.
Select the Access Rights tab.
Click Modify User Access Settings.
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Modify any of these settings as appropriate.
Click OK to close the Access Settings.
Click OK to save the changes.
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Security Groups
It is important to note that groups have access settings, but they do not have access rights that users do.
A security group is a group of users, usually belonging to a functional group such as a Finance department, who have access to entries related to their group and have specific security access settings. A user may be a member of more than one security group.
The properties, access settings, and group members are specified in the Group dialog box.
Group Name and ID
Every security group has a name and an ID that identify the group.
Changing the name has no effect on the group functionality.
However, you cannot change the group ID. If you ever need to recreate these security groups, it is imperative that you use the correct security group IDs. (The group name is irrelevant.)
Group Access Settings
A security group has Access Settings that affect the level of access its members have within the Address Book. It is important to note that granting an Access Setting to a group does not necessarily mean that all members of the group will have that Access Right. The level of access each individual user has to the Address Book is controlled by the Access Settings of the user account and the Access Settings of any groups the user belongs to. For more information about user and
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group Access Settings, refer to “User and Group Security” on page 85.
Group Members
You can add or remove users from the group in the Members tab of the Group dialog box.
You can also add or remove a user from any groups on the Groups/
Teams tab of the User properties.
Default Security Groups in all New Address Books
Every new Address Book contains several security groups, described in the following table. Only the MASTER user belongs to these groups by default, but you can add additional users to each group.
Security Group
Name
Accounting
Company
Announcement
Authors
Crystal Reports
Users
Customer Access
Admin Users
Group ID Enables group members to...
ACCTNG Restrict accounting transaction notes to members of this group. This security group applies only to previous versions of Maximizer.
A_CAA
R_CRU
Access the Company Announcements folder in Company Library, where group members can add announcements that appear in the
Company Announcements box on the
My Work Day page in Maximizer and
Maximizer Web Access.
Generate new reports from the Crystal
Reports option in the Reports tab in
Maximizer. Note that the user must also have the Custom Reports access right enabled to be able to generate reports. For more information about security settings related to Crystal
Reports, refer to “Access Rights
Required to View or Generate Crystal
C_ADM Access the News Manager section of the Customer Access Administrator.
In Address Books that have been upgraded from a previous version, this group may be called “Customer Portal
Administration Users”.
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Security Group
Name
Customer Access
Config Users
Maximizer Web
Access Admin
Users
Partner Access
Admin Users
Partner Access
Config Users
SSRS Report
Management
Group ID Enables group members to...
C_CFG Access the Configuration Manager section of Customer Access
Administrator.
In Address Books that have been upgraded from a previous version, this group may be called “Customer Portal
Configuration Users”.
EMPADM Access the Edit section of the
Maximizer Web Access, where the user can update external links.
In Address Books that have been upgraded from a previous version, this group may be called “Employee Portal
Administration Users”.
P_ADM
P_CFG
Access the News Manager section of the Partner Access Administrator.
In Address Books that have been upgraded from a previous version, this group may be called “Partner Portal
Administration Users”.
Access the Configuration Manager section of Partner Access
Administrator.
In Address Books that have been upgraded from a previous version, this group may be called “Partner Portal
Configuration Users”.
R_SSRS Add and edit SQL Server Reporting
Services reports in Maximizer Web
Access.
You must specify the login credentials for a member of this group when you enable SQL Server Reporting Services.
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Creating a New Security Group
For an explanation of the relationship between user access rights,
user access settings, and group access settings, refer to “User and
For an explanation of each of the access settings, refer to “User
Access Rights and User/Group Access Settings” on page 86.
The Security Groups and
Teams command is also available in Maximizer if the logged-in user has Insert rights for User/Group setup. On the
Setup tab, select Security
Groups or Teams from the User
Management group.
➤
To create a new security group and assign members
Select File > Security Groups and Teams.
Click Add.
Enter a Group Name.
Enter a unique Group ID (up to 6 characters). The first character of the Group ID must be a letter.
Assign Access Settings to the group.
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Access Settings for the group affect the Access Rights of all users who are members of the group.
Select the Members tab.
From the Available Users list, select a user to add to the security group, and click Add. Repeat to add additional users.
To remove a user, select the user from the Members list, and click Remove.
Click OK to save the new security group.
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Modifying Group Access Settings
For an explanation of the relationship between user access rights,
user access settings, and group access settings, refer to “User and
For an explanation of each of the access settings, refer to “User
Access Rights and User/Group Access Settings” on page 86.
➤
To modify access settings of an existing group
Select File > Security Groups and Teams.
Select the group name.
Click Properties.
Select the appropriate settings for the group, and click OK.
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Record Ownership
In Maximizer, many entries have an Owner field, or Full Access and
Read Access fields. These fields control who can view or edit the entry. Users can access their own private records, all publicly owned records, and private records owned by their group. For example, the user “Alice” of the “Finance” group can view all of her own records, all records owned by the “Finance” group, and all Public records.
Sometimes it’s important to allow users to have private entries because some entries aren’t meant to be shared with your entire organization. In Maximizer, it’s possible to specify Full Access and
Read Access to specific users or groups for each entry in the Address
Book. In addition to Address Book entries, you can specify ownership of notes, documents, and other types of entries.
When a user creates a new Address Book entry, he or she can designate access for that entry. Full Access or Read Access can be granted to specific users or groups, or it can be Public.
To be able to use the Owner, Full Access, or Read Access fields, the user must have the “Allow private entries” access right enabled.
Field Value Description
Owner
Full Access
Public All users can view and modify the entry, regardless of their user or group security settings.
User Only the specified user can view or modify the entry.
Group Only members of the specified group can view or modify the entry, regardless of their user or group security settings.
Public All users can modify the entry, regardless of their user or group security settings.
Note that the Read Access field becomes disabled if Full Access is set to Public.
User Only the specified user can modify the entry.
Group Only members of the specified group can modify the entry, regardless of their user or group security settings.
Read Access Public All users can view the entry.
User Only the specified user can view the entry.
Group Only members of the specified group can view the entry.
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Sales and Marketing Teams
If you have someone in mind as a team member with edit rights, it saves time to assign rights in Administrator rather than on a per-campaign or peropportunity basis.
If your company or organization is using opportunity or campaign management, you can set up sales and marketing teams. Sales teams are used for sales opportunities in Maximizer, and marketing teams are used for traditional marketing campaigns.Teams help leaders delegate and manage opportunities and traditional campaigns in
Maximizer. Team leaders can delegate tasks in an opportunity or a traditional campaign to team members.A team is composed of a team leader and team members:
• Team Leader: In a team, one person is designated as a team leader who has the right to make changes to the opportunity or traditional campaign, as well as to the opportunity’s or traditional campaign’s team.
• Team Member: A regular team member does not have the right to change the traditional campaign/opportunity or the team.
The member’s role is to perform the tasks the team leader assigns.
A team member has either edit, audit, or standard rights, as described below. The team leader always has edit rights.
• Edit: Allows a member full access to all campaigns and opportunities assigned to the team. Members with this type of access have full team leader rights and may modify the status of an opportunity or campaign and may also reassign tasks.
• Audit: Allows a member to view all campaigns and opportunities assigned to him/her.
• Standard: Allows for basic rights to “work” (apply steps) opportunities and campaigns. These rights do not allow the member to change a status of an opportunity or campaign.
Security, or access rights, cannot be assigned to sales or marketing teams. Therefore, to control the security of more than one user, you must set up a security group for the team members.
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➤
To create a new sales or marketing team
Select File > Security Groups and Teams.
Select the Teams tab, and click Add.
On the General tab, enter a team name.
Select Sales or Marketing from the Type drop-down list.
Select the Members tab.
From the Available Users list, select a user to add to the team, and click Add. Repeat to add additional users to the team.
To remove a user, select the user from the Members list, and click
Remove.
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In the Members list, select a member to assign as the Leader, and select Leader from the Status drop-down list.
There can be only one leader in the team.
For each member other than the Leader, select the appropriate member right from the Rights drop-down list.
Click OK to save the new team.
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Linking Maximizer Users to Windows Logins
Linking Maximizer users with Windows logins enables them to access
Maximizer Address Books without specifying a user name and password. This provides a “single sign-on” configuration for
Maximizer users—they won’t need to log into the network with one user name and password and log into Maximizer with another.
➤
To enable Maximizer users to log in to Maximizer automatically using single sign-on
Select File > Manage Users.
Select the Maximizer user, and click Properties.
The Properties dialog box opens.
Select the Windows Authentication tab.
Click Add.
Enter the qualified name of the user that corresponds to the
Maximizer user (e.g., DOMAIN-NAME\user_name).
Select the Enabled checkbox, and click OK.
You can assign multiple network users to a Maximizer user.
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User Preferences
The Address Book administrator is responsible for setting up initial user preferences in Administrator. However, users can change many of their user preferences in Maximizer.
➤
To set Address Book user preferences
Select File > Manage Users.
Select the Maximizer user, and click Preferences.
See the
Maximizer CRM User’s
Guide
for more information on user-related preferences.
Set the user-related preferences on each of the tabs.
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Access Rights Required to View or Generate Crystal Reports
The following table explains how the Crystal Reports Users security group and the Custom Report access right control whether a user can view or generate Crystal Reports in Maximizer (On the Reports tab, select Crystal Reports).
Is the user a member of the Crystal
Reports Users security group?
Does the user have the
Custom Report access right?
How much access does the user have to the Reports >
Crystal Reports menu in
Maximizer?
No
Yes
No
Yes
No
No
Yes
Yes
The user can see the menu but cannot view or generate reports.
The user can open existing reports but cannot generate new reports.
The user can open and generate reports.
While the Crystal Reports Users security group and the Custom
Report access right control whether a user can view and generate reports, the user permissions control the type of information the user can access in those reports. If a user does not have rights to view information for a Maximizer window/module, and the user creates a report related to the window/module, the related information does not appear in the report. For example, if the user has Read permissions to Address Book entries, but not to Opportunities, any reports the user views or creates may contain Address Book information but will not contain Opportunity information.
To enable the user to include the data in the report, ensure that the user has at least Read permission to the window/module. In
Administrator, individual user permissions are available through the
File > Manage User dialog box. For more information, see “User
Access Rights and User/Group Access Settings” on page 86
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C
H A P T E R
6
Configuring an Address
Book
6
In this chapter...
“Address Book Preferences” on page 108
“User-Defined Fields” on page 113
“Mandatory Fields” on page 123
“Writing Formulas and Mandatory Rules” on page 127
“Key Fields Lists” on page 141
“Preventing Duplicate Entries” on page 144
“Email Notification for Opportunities/Customer Service Cases” on page 148
“Event Notification” on page 156
“Recording Holidays in the Holiday Editor” on page 159
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Address Book Preferences
You can set Address Book preferences in Administrator. The following table outlines the settings available in each section of the
Preferences.
In this section You can set the following preferences:
Address Book
Auditing Auditing preferences for Address Book entries.
Automated Services Automated email service preferences and initialization.
If you are using automated campaigns, ensure you have the “Activate services for the currently open Address
Book” checkbox selected in the Automated Services tab.
Campaigns • Campaign completion reasons.
• Settings for campaign monitoring.
Customer Service
• Values available in the Category field for
Address Book entries.
• Fields to check for duplication of Address
Book entries.
Dashboards
Diagnostic
Key Fields
Locations and
Resources
Mandatory Fields
• Customizable values for the Billing type,
Subject, Case origin, Case queue, Case reason,
Status, and Case Type fields.
• Default case response time and case status.
• Settings to disallow direct changes to case fields.
• Default case monitoring lists.
• Assign or unassign email templates for user and customer notification.
• Configure dashboards from the server.
• Add or modify SQL metrics for dashboard indicators.
Log file settings for Maximizer modules. Note that users can also set Diagnostic preferences in
Maximizer.
Key field lists available for Address Book entries, opportunities, campaigns, and customer service cases.
Locations and resources available in appointments.
Mandatory and optional data entry requirements for system fields in Address Book entries, opportunities, campaigns, and customer service cases.
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In this section
Opportunities
Security
System Fields
System Options
You can set the following preferences:
• Opportunity stages and probabilities of close.
• Opportunity confidence rating schemes.
• Opportunity completion reasons.
• Opportunity monitoring lists.
• Email notification templates for opportunities.
Account lockout and Mobile Access security options.
• Add, modify, and delete note and document categories.
• Add, modify, and delete values of the products/services and categories (in opportunities, campaigns, customer service cases, and appointments) and Do Not Solicit
By (in Address Book entries) fields.
• Global server.
• Address Book name and ID
.
• System-assigned
Address Book entry IDs, campaign IDs, customer service case IDs, and opportunity IDs .
• Overview page caption.
• Default settings for Maximum entries field in
Maximizer search dialog boxes.
• Partner notification of assigned Address Book entries or opportunities.
• User/group setting which determines if lists of users/groups display only groups to which the current user belongs and other users in the groups in fields such as Read Access and Full
Access.
• Event notification.
• Live Update options.
• Multi-currency.
• Opportunity and campaign synchronization.
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Set Address Book Preferences
Select File > Preferences.
Set the Address Book preferences on each of the tabs.
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System Fields
You can set up custom values for system fields in the following sections in the preferences:
• System Fields – The Category fields in notes and documents, the Do not solicit by field in Address Book entries, and the
Products/Services and Categories fields in opportunities, campaigns, customer service cases, and appointments.
• Locations/Resources – The Location and Resources fields in appointments.
• Customer Service – The Billing Type, Case or Article Subject,
Origin, Queue, Reason, Status, and Type fields in customer service cases.
• Opportunity – The Stage, Confidence Rating, and Completion
Reason fields in opportunities.
• Campaigns – The Completion Reason field in automated campaigns.
• Address Book – The Category field in Address Book entries.
Add Custom Items to System Fields
You can use Administrator to add custom items to system fields. The steps may differ slightly depending on the field.
In Administrator, select File > Preferences.
Select the tab that contains the system field.
You can modify system fields in the System Fields, Locations/
Resources, Customer Service, Opportunity, Campaign, and
Address Book preferences.
In the left pane, under Preferences, select the section that contains the system field.
You can modify system fields in the System Fields, Locations/
Resources, Customer Service, Opportunity, Campaign, and
Address Book preferences.
If you are working in the System Fields, Customer Service, or
Locations/Resources tabs, select the field In the list on the left..
The current list of values for the field are displayed on the right.
In the other tabs, the current list of values is displayed under the field name.
To the right of the list, click Add.
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Enter the name of the item.
If necessary, enter other properties of the item.
• For most fields, specify the user who requested the item.
• For the Status field in customer service cases, select the actions (assign, escalate, or resolve) for which you want to apply the item.
• For the Stage field in opportunities, specify the range of the probability of close to apply to the stage.
• For the Completion reason field in opportunities and campaigns, specify the completion status the item applies to.
Click OK to finish adding the item.
Click OK to save the changes to the preferences.
Modifying System Table Fields in Maximizer
End users can modify values of some system table fields directly in
Maximizer. Users must have the Modify system table fields privilege to change the values. The following fields can by changed:
• Address Book entry fields – Mr/Mrs, Position, Salutation,
Company, Department, Division, City, St/Prov, Country, Email
Description, Phone Description, Do Not Solicit By, Category, Lead
Source, and Related Address Book Entry Relationship Type
• Phone fields – Subject and Phone Call Result
• Task and appointment fields – Activity and priority
• Campaign fields – Traditional Campaign Objective, Traditional
Campaign Activity, Traditional Campaign Template Activity
Description, Automated Campaign Products/Services, and
Automated Campaign Categories
• Customer service fields – Products/Services, Categories, and
Subject
• Opportunity fields – Products/Services, Categories, Objective, and Next Action
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User-Defined Fields
User-defined fields are custom fields used to record additional information on Maximizer entries. You can set up different userdefined fields for the different types of entries in Maximizer. Each user-defined field can be associated with only one type of entry. You can create user-defined fields for the following types of entries:
• Address Book – Classifies Address Book entries. You can view these fields in the Address Book window or in an open Address
Book entry.
• Opportunities – Classifies opportunities. You can view these fields in the Opportunities window or in an open opportunity.
• Campaigns – Classifies campaigns. You can view these fields in the Campaigns window or in an open campaign.
• Customer Service – Classifies customer service cases. You can view these fields in the Customer Service window or in an open customer service case.
• Users – Classifies Maximizer users. You can view these fields in the User Properties dialog box.
You can include user-defined fields in Key Fields lists in the Basic
Information tab of open Address Book entries, opportunities, customer service cases, and campaigns.
Types of User-Defined Fields
Encrypted user-defined fields cannot be transferred, imported, or exported. They are also not searchable.
You can create different types of user-defined fields depending on the types of values required for the field. Maximizer defines the following types of user-defined fields:
• Alphanumeric user-defined fields – These fields record any alphanumeric text (letters and numbers) up to a specified maximum number of characters. You can encrypt alphanumeric fields for security protection. Note that you cannot disable or enable encryption once you have created the field.
You can use alphanumeric user-defined fields to record URLs for entries. The fields are displayed as hyperlinks in Key Fields lists and in the User-Defined Fields following window.
• Date user-defined fields – These fields store a specific date or an annually recurring date.
• Formula user-defined fields – These fields calculate values based on other basic or user-defined fields. Formula userdefined fields can return alphanumeric, date, or numeric values.
Because they are calculated from values of other fields, values
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• Numeric user-defined fields – These fields record numeric values. You can specify a number of decimal places. For example, specify two decimal places to use this type of field for monetary values. You can also specify that currency symbols are displayed with the field.
• Table user-defined fields – These fields enable you to select a value or values from a list. This type of field is very useful for multiple choice or multiple value fields. If you create a table user-defined field with the “single value only” attribute, only one value can be selected from the list.
• Yes/no user-defined fields – These fields record either yes or no values. Since the fields must contain one of these values, these user-defined fields are always mandatory.
Access Rights for User-Defined Fields
The Maximizer adminstrator user can create user-defined fields at any time in Administrator. You can also give any user the ability to create, change, or delete user-defined fields in Maximizer by enabling the following access rights in Administrator:
• The User-defined fields access right enables the user to assign values to user-defined fields, but not create fields.
• The User-defined field setup access right enables the user to create new user-defined fields.
You can also restrict user access to a specific user-defined field. The user-defined field properties has options for Full Access (read and write) and Read Access (read-only) permissions.
The Full Access and Read Access fields contain a drop-down list of users, groups, and Public. Select which user(s) the Full Access or Read
Access permission applies to:
• Public – Assigns the user-defined field access permission to all users.
• [user] – Assigns the user-defined field access permission to an individual user.
• [security group] – Assigns the user-defined field access permission to all members of a security group.
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Setting Up User-Defined Fields
User-defined fields are created and modified in the Set Up User-
Defined Fields dialog box in Maximizer and the User-Defined Fields page in Administrator. The fields and folder are organized in a tree view. There can be multiple levels of folders, each containing other folders or user-defined fields. The folder structure allows a maximum of three folder levels.
You can set up different lists of user-defined fields for each type of entry. The user-defined field structure can be multi-tiered with multiple levels of user-defined field folders, each of which may contain other folders or user-defined fields. The folder structure may contain a maximum of three folder levels.
The following sections contain information on setting up userdefined fields:
•
“Sorting User-Defined Fields” on page 115
•
“Create a Folder for User-Defined Fields” on page 116
•
“Create a User-Defined Field” on page 117
•
“Add Items to a Table User-Defined Field” on page 118
Sorting User-Defined Fields
The order that user-defined fields display in the Set Up User-Defined
Fields dialog boxUser-Defined Fields page determines the order that user-defined fields display for users.
Click the Move Up and Move Down buttons to move a field or folder up or down in the list. These buttons move fields only within their current folder level. You cannot use them to move items in or out of folders. To select a field, click on the blank space on a field row.
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Use the Reset Order button to sort items in alphabetical order. All user-defined fields and folders in the selected folder are resorted.
You can also use the mouse to drag and drop a field or a folder to a different position in the list. Dragging it onto a field places it immediately below that field. Dragging it onto a folder places it at the top of the list inside that folder. Holding the mouse on a folder for about a second expands the folder, and then you can continue dragging the item to a specific position in that folder.
Create a Folder for User-Defined Fields
User-defined field and folder names cannot contain forward slash or backward slash characters ( / \ ).
You can group similar user-defined fields into folders and subfolders to a maximum folder depth of three levels. Grouping user-defined fields into folders is particularly useful if you have a large number of user-defined fields. Grouping them makes them easier to find and reduces the amount of scrolling needed to find the one you are looking for.
Select the tab for the category of user-defined fields you want to work with.
To create a top-level folder, select the Address Book name at the top of the list.
– or –
To create a folder within an existing folder, select the existing folder.
Click Add Folder.
Enter a name for the new folder, and click OK.
The new folder now appears in the user-defined fields list.
If you set the folder to hidden, it is not displayed on the User-
Defined Fields tab when you clear the Show hidden fields option.
Move the new folder to a different position in the list, if desired.
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Create a User-Defined Field
User-defined field and folder names cannot contain forward slash or backward slash characters ( / \ ).
You cannot insert other formula user-defined fields into the formula.
To complete this procedure, you must have Insert permission for user-defined field setup.
You can create user-defined fields for Address Book entries, opportunities, campaigns, customer service cases, and user accounts in the Set Up User-Defined Fields dialog box. This dialog box is available from the Setup tab in Maximizer or the File menu in
Administrator.
Select the tab for the category of user-defined fields you want to work with.
Select an existing folder, inside which you want to create a new field.
– or –
Select a user-defined field to create the new field at the same level as the selected field.
Click Add Field.
In the Field Name field, type a name for the user-defined field.
From the Type drop-down list, select the type of user-defined field you want to add.
If you are adding a formula user-defined field, select the type of value the formula should return from the Return type dropdown list.
Specify the properties of the user-defined field.
For formula user-defined fields, click the ellipsis button next to the Formula field to specify the formula. Then, click Insert
Field to add basic or user-defined fields to the formula.
Click OK.
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The user-defined field is added to the list.
Add Items to a Table User-Defined Field
Table user-defined fields contain a list of similar items from which a user may select one or more items. As part of the process of creating a new user-defined field of this type, you should add the items to the table.
Select the table user-defined field, and click Items.
– or –
Double-click the table user-defined field.
The list of existing items for the table user-defined field is displayed.
Click Add.
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If you set the item to hidden, you can hide it from the
Available Values list by clearing the Show hidden items option.
Type a name for the item, and specify the other properties of the item.
Click OK.
Repeat steps 2 to 4 to add any additional items to the table user-
defined field.
Formula User-Defined Fields
Formula user-defined fields calculate values based on other basic or user-defined fields. Because they are calculated from values of other fields, values for formulas fields can be viewed in entries but cannot be set manually.
When you create a new or modify an existing formula user-defined field, you can click the ellipsis button next to the Formula field to specify the formula for the user-defined field. You can write the formula using existing basic and user-defined fields. Click the Insert
Field button to select fields to add to the formula.
Formula user-defined fields can return alphanumeric, date, or numeric values. You specify the type of return value while creating the user-defined field. The functions available depend on the types of fields that you want to manipulate.
You can add arithmetic expressions to your formulas. You can also add functions and conditional expressions to create more complex formulas.
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The following sections contain information on writing formulas for user-defined fields:
•
“Arithmetic Expressions” on page 127
•
“Alphanumeric Functions” on page 128
•
•
“Numeric Functions” on page 137
•
“Conditional Expressions for Formulas” on page 120
Conditional Expressions for Formulas
You can create conditional expressions in your formula user-defined fields. Conditional expressions use the If expression to evaluate comparison statements and return values based on the results of the statements.
Conditional expressions use the following syntax:
If (Comparison Statement, True Value, False Value)
• Comparison Statement – Uses comparison operators to compare two values. Comparison statements can use the following operators:
• == to check that two values are equal to each other.
• != to check that two values are not equal to each other.
• > to check that the first value is greater than the second value.
• < to check that the first value is less than the second value.
• >= to check that the first value is greater than or equal to the second value.
• <= to check that the first value is less than or equal to the second value.
Comparison statements can be combined with logical operators:
• Or – Combines two comparison statements where either one of the statements is true.
• And – Combines two comparison statements where both of the statements is true.
• Not – Negates a comparison statement.
• True Value – The value of the expression when the comparison statement is true. It can also be combined with other expressions.
• False Value – The value of the expression when the comparison statement is false. You can include other conditional statements to supply different answers for different values.
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Examples of Conditional Expressions
The following examples illustrate complex formula user-defined fields using conditional expressions.
Example 1
If ([Creation Date] > Date(2009, 7, 9), "New", "Old")
This example compares a date field with a constant date, using the
Date function to format the date properly. The formula returns an alphanumeric value. If the date is later than the supplied date, the field has a value of “New”. If the date is earlier than the supplied date, the field has a value of “Old”.
Example 2
If(Not(Search("Canada",[Country])>0 Or Search("USA",[Country])>0 Or
Search(“Mexico”,[Country])>0),"Other","North America")
This example inspects the Country field of an Address Book entry to determine if the entry is located in North America or not. It uses the alphanumeric Search function to look for the countries “Canada”,
“USA”, or “Mexico”. If none of those strings are found in the entry’s
Country field, the formula evaluates to “Other”, but if one of those strings is found it outputs “North America”.
Example 3
If (Dayofweek([Creation Date]) == 1, "Sunday",
If (Dayofweek([Creation Date]) == 2, "Monday",
If (Dayofweek([Creation Date]) == 3, "Tuesday",
If (Dayofweek([Creation Date]) == 4, "Wednesday",
If (Dayofweek([Creation Date]) == 5, "Thursday",
If (Dayofweek([Creation Date]) == 6, "Friday",
If (Dayofweek([Creation Date]) == 7, "Saturday", " ")))))))
This example uses the Dayofweek function to get the day of the week expressed as an integer value for a date field. It compares the value with integer values and outputs a string representing the day of the week in. If it does not have a value, it outputs an empty string.
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Transfer User-Defined Fields Between Address Books
Encrypted user-defined fields cannot be transferred between
Address Books.
In Maximizer, select the Maximizer button and select Import/
Export/Transfer > User-Defined Fields.
In the Transfer User-Defined Fields dialog box, select the userdefined fields to transfer.
Click Transfer.
To copy the data into a target Address Book that is accessible from the computer, select the Direct Address Book access transfer method.
Accessible Address Books are listed in Available target Address
Books.
– or –
If the target Address Book is not listed, select the Email transfer method.
The data is compressed into a .MET file and attached to an email message.
If you selected Direct Address Book access, select the target
Address Book, click OK, and log on to the Address Book.
Maximizer transfers the user-defined fields and notifies you when the transfer is complete.
– or –
If you selected Email, click OK.
Maximizer creates an email message with the user-defined fields attached in a .MET file. Type an email address in the To field, and click Send.
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Mandatory Fields
You can specify that system fields and user-defined fields are mandatory. System fields are set as mandatory in Administrator.
User-defined fields are set as mandatory when creating the userdefined fields in Administrator or in the Set Up User-Defined Fields dialog box.
Mandatory fields are denoted with an asterisk displayed after the field type.
When you create or modify entries, Maximizer checks that all mandatory fields have values. If any mandatory fields are empty, you are prompted to enter a value for the field.
Set a System Field as Mandatory
You can set up different lists of mandatory fields for Companies,
Individuals, Contacts, customer service cases, opportunities, automated campaigns, and traditional campaigns.
Some system fields, such as Company name and Full access, are mandatory by default. In the Mandatory Fields preferences, they are displayed as “Always Mandatory”. The other fields are optional by default, but you can specify that any of the fields must be mandatory.
Use this procedure to set a system field as mandatory or optional.
In Administrator, select File > Preferences.
Select the Mandatory Fields tab.
From the Show mandatory entries for drop-down list, select the type of entry that the field applies to.
The list of system fields for the entry is displayed with the fields’ current status: Optional, Always Mandatory, or Mandatory.
Select the field.
Click Mandatory or Optional.
The status of the field is changed to Mandatory or to Optional.
Click OK to save the changes.
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Set a User-Defined Field as Mandatory
To complete this procedure, you must have Modify permission for user-defined field setup.
Use this procedure to set an existing user-defined field as always mandatory.
Select the user-defined field and click Properties.
– or –
Double-click the alphanumeric, date, or numeric user-defined field.
From the Mandatory drop-down list, select Always
mandatory.
Click OK to save the changes.
Rules for Mandatory User-Defined Fields
When you work with Address Book entries or opportunities, you can specify that user-defined fields are mandatory if a rule is matched.
For example, you can write a rule that makes a user-defined field mandatory only when the category for an Address Book entry is set to “Partner”. When users set the value of the Category field to
Partner, they are prompted to set a value for the user-defined field when they save the entry.
A mandatory rule consists of a comparison statement. It may compare a field with a value or with another field. Or it may compare formulas using the same syntax as formula user-defined fields.
You can create comparison statements with the following symbols.
• == to check that two values are equal to each other.
• != to check that two values are not equal to each other.
• > to check that the first value is greater than the second value.
• < to check that the first value is less than the second value.
• >= to check that the first value is greater than or equal to the second value.
• <= to check that the first value is less than or equal to the second value.
Comparison statements are often combined with logical operators to add multiple statements together.
• Or – Combines two comparison statements where either one of the statements is true.
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• And – Combines two comparison statements where both of the statements is true.
• Not – Negates a comparison statement.
While the comparison statements may be simple, say to compare a field with a value or with another field, you can also write more complex rules. Within the comparison statements, you can include arithmetic operators (+, -, * /) and alphanumeric, date, and numeric functions to create complex formulas.
Set a User-Defined Field as Mandatory Given Conditions
To complete this procedure, you must have Modify permission for user-defined field setup.
Use this procedure to set a user-defined field as mandatory when a specified rule is matched. This procedure applies only to user-defined fields for Address Book entries or opportunities.
Select the user-defined field and click Properties.
– or –
Double-click the alphanumeric, date, or numeric user-defined field.
From the Mandatory drop-down list, select Mandatory based
on rule.
To the right of the Rule field, click the ellipsis button.
Enter the rule, and click OK.
Click Insert Field to add basic or user-defined fields to the rule.
Click OK to save the changes.
Mandatory Rules Using Table Fields
When you create mandatory rules that compare table fields, the values in the fields are treated like alphanumeric fields.
To compare a table field that contains multiple values, the comparison statement must include the same text that’s displayed in the Maximizer interface, including all values for the field. For example, the statement [Category] == "Partner" will be true only if the only value set in the Category field is "Partner". If the Category field includes the "Distributor" value as well, the rule would validate with the following statement: Category == "Distributor, Partner".
You can use the Search function to locate text in multiple-value table fields.
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To check that one of multiple values are set in a table field, use the
OR operator in the rule. To check that two (or more) values are set in a table field, use the AND operator in the rule.
Example: Mandatory rule for table field using OR
The following rule validates if either the Distributor or Partner value is set in the Category field:
(Search(“Partner”,[Category]) > 0) OR (Search(“Distributor”,[Category]) > 0)
Example: Mandatory rule for table field using AND
The following rule validates if both "Distributor" and "Partner" are set in the Category field:
(Search(“Partner”,[Category]) > 0) AND (Search(“Distributor”,[Category]) > 0)
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Writing Formulas and Mandatory Rules
You cannot insert other formula user-defined fields into the formula.
Formula user-defined fields calculate values based on other basic or user-defined fields. You can write formulas consisting of arithmetic expressions, alphanumeric, date and numeric functions, as well as conditional expressions.
When you work with Address Book entries or opportunities, you can specify that user-defined fields are mandatory if a rule is matched.
Rules for mandatory user-defined fields are similar to the formulas in formula user-defined fields. A mandatory rule consists of a comparison statement. It may compare a field with a value or with another field. Or it may compare formulas using the same syntax as formula user-defined fields. Comparison statements can contain any of the elements included in formulas, including alphanumeric, date, and numeric functions.
Arithmetic Expressions
Using the basic arithmetic symbols, you can include arithmetic expressions in formula user-defined fields and in rules for mandatory user-defined fields. Combine multiple expressions to create complicated arithmetic formulas.
Formula user-defined fields and rules for mandatory user-defined fields can use the following symbols:
• + for addition.
Add any numeric values to each other, add integers to date values, and add alphanumeric fields or strings separated with quotation marks to each other.
• - for subtraction.
Subtract any numeric values from each other, and subtract date values from each other. Date values return integers representing the number of days between the dates.
• * for multiplication.
Multiply numeric values together.
• / for division.
Divide numeric values by other numeric values.
• ( ) for nested operations.
Use parentheses to create more complex operations on several numeric values or to combine multiple comparison statements.
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Example: Numeric Values
Formula: ([Numeric field] + [Numeric field]) * [Numeric field]
Return value: Numeric
Example: Date Values
Formula: [Date 1] - [Date 2]
Return value: Numeric, the number of days between the two dates.
Example: Date and Numeric Values
Formula: [Date 1] + [Numeric field]
Return value: Date
Example: Alphanumeric Values
Formula: [FirstName] + " " + [LastName]
Return value: Alphanumeric, the two words listed together, separated by a space (FirstName LastName).
Alphanumeric Functions
Use alphanumeric functions to manipulate alphanumeric fields in formula user-defined fields and in rules for mandatory user-defined fields. When you use alphanumeric functions, you can insert alphanumeric fields as the parameters for the function or you can use any text strings. When you insert strings into functions, enclose the text of the string in quotation marks.
You can add the following functions to formulas using alphanumeric user-defined fields.
• Len – Returns the number of characters in a text string.
• Lowercase – Converts a string to lower-case characters.
• Mid – Returns a specific number of characters from the text string starting at the position you specify.
• Search – Searches for text in a string and returns the position of the text.
• Substitute – Substitutes existing text with specified text.
• Text – Changes a numeric value to an alphanumeric text string.
You can manipulate the returned string using any of the other alphanumeric functions.
Len
Lowercase
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• Uppercase – Converts a string to upper-case characters.
• Value – Converts an alphanumeric value to a numeric value.
Alphanumeric values beginning with alphabetical characters return a value of 0. You can manipulate the string using any of the numeric functions.
Returns the length of a string.
Syntax
Len(Alphanumeric)
Parameters
Parameter
Alphanumeric
Data Type
String
Description
The string to return the length of.
Example
Len([Company])
This example returns the number of characters in the company’s name.
Converts a string to lower-case characters. Use this function or the
Uppercase function with the Search function and with equal (==) statements to compare alphanumeric values when you do not care about the case of the string.
Syntax
Lowercase(Alphanumeric)
Parameters
Parameter
Alphanumeric
Data Type
String
Description
The string to convert to lower case.
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Example
Lowercase([City])=="vancouver"
This example of a mandatory rule checks for the value "Vancouver" in the City field. The rule validates if an entry has the values
"Vancouver", "vancouver", or "VANCOUVER" in the City field.
Mid
Returns a specific number of characters from a text string starting at a specified position.
Syntax
Mid(Alphanumeric, StartInt, LengthInt)
Parameters
Parameter
Alphanumeric
Data Type
String
StartInt
LengthInt
Integer
Integer
Description
The string that you want to search through. Normally, this would be a merge field.
The position of the first character in the string you want to return.
(Optional) The length of the string you want to return.
Example
Mid("First Last", 7)
This example returns the text starting at the 7th position in the field.
In this case, it returns “Last”.
Search
Searches a string for text and returns the position of the text in the string. This function is case sensitive.
Syntax
Search(SearchString, Alphanumeric, StartInt)
Substitute
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Parameters
Parameter
SearchString
Alphanumeric
Data Type
String
String
StartInt Integer
Description
The text to search for in the string.
The string to search through. To ignore the case of the string, include the Lowercase or
Uppercase function in this parameter.
(Optional) The starting character to search.
Examples
Search("Wine", [Company_Name])
This example searches for the text “Wine” in the company name and returns the place in the name where the text starts as an integer.
Search("Partner", [Category]) > 0
This example of a mandatory rule searches for the value "Partner" in the Category field. This rule validates if an entry has the category set to "Partner" even if the there are other values set in the Category field as well.
Search("wine", Lowercase([Company_Name])) > 0
This example of a mandatory rule searches for the text “wine” in the company name ignoring the case. This rule validates if the Company
Name field includes the text "Wine", "wine", or "WINE".
Substitutes existing text with specified text. This function returns the entire string containing the new text.
Syntax
Substitute(Alphanumeric, OldText, NewText)
Parameters
Parameter
Alphanumeric
Data Type
String
Description
The string containing the text you want to change.
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Text
Uppercase
Parameter
OldText
NewText
Data Type
String
String
Description
The text you want to change.
The text substituted into the string.
Example
Substitute([Address], "St", "Street")
This example returns the address with the abbreviation “St” substituted with the text “Street”.
Converts a numeric value to a string. You can then use the other alphanumeric functions to manipulate the returned string.
Syntax
Text(Number, DecPlace)
Parameters
Parameter
Number
DecPlace
Data Type
Decimal
Integer
Description
The numeric value that you want to convert.
(Optional) The number of decimal places to return.
Example
Text([Revenue], 2)
This example returns the revenue as an alphanumeric string with two decimal places. If revenue, a numeric field, is 50000, the Text function in the above example returns 50000.00 as an alphanumeric value.
Converts a string to upper-case characters. Use this function or the
Lowercase function with the Search function and with equal (==) statements to compare alphanumeric values when you do not care about the case of the string.
Value
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Syntax
Uppercase(Alphanumeric)
Parameters
Parameter
Alphanumeric
Data Type
String
Description
The string to convert to upper case.
Example
Uppercase([City])=="VANCOUVER"
This example of a mandatory rule checks for the value "Vancouver" in the City field. The rule validates if an entry has the value
"Vancouver", "vancouver", or "VANCOUVER" in the City field.
Converts an alphanumeric value to a numeric value. If the value contains alphabetic characters, it returns 0. You can then manipulate the numeric value using any numeric functions.
Syntax
Value(Alphanumeric)
Parameters
Parameter
Alphanumeric
Data Type
String
Description
The alphanumeric string to convert.
Example
Value([Contract Number])
This example returns the alphanumeric user-defined field, Contract
Number, as a numeric value. If the field contains an alphabetical character, it returns 0.
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Date Functions
Use date functions to manipulate date fields in formula user-defined fields and in rules for mandatory user-defined fields. When you use date functions, you can use date fields as the parameters for the function or you can supply date values for the functions. When you supply date values, use the Date function to format the values as dates.
You can add the following functions to formulas using date fields.
• Date – Converts integers to date values.
• Day – Returns the day of the month as an integer from a date value.
• Dayofweek – Returns the day of the week expressed as an integer.
• Month – Returns the month as an integer from a date value.
• Year – Returns the year as an integer from a date value.
Date
Any formula that supplies an invalid date to the Date function will result in a blank value. For example, the function “Date (2012, 4, 31)” is invalid since the month of
April does not have 31 days. If this function is part of a larger compound expression, the entire expression will evaluate to blank.
Converts integers to date values.
Syntax
Date(Year, Month, Day)
Parameters
Parameter
Year
Month
Day
Data Type
Integer
Integer
Integer
Description
The four-digit year.
The one- or two-digit month.
The one- or two-digit day.
Example
Date(2009, 7, 9)
This example returns July 9, 2009 as the date value.
Day
Returns the day of the month as an integer from a date value.
Dayofweek
Month
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Syntax
Day(Date)
Parameters
Parameter
Date
Data Type
Date
Description
The date to return the day for.
Examples
Day(Date(2009, 7, 9))
This example returns 9 as the day of the month in the date value.
Day([Creation Date])
This example returns the day of the month that an entry was created.
Returns the day of the week expressed as an integer for a specified date value, with 1 = Sunday, 2 = Monday, 3 = Tuesday, and so on.
Syntax
Dayofweek(Date)
Parameters
Parameter
Date
Data Type
Date
Description
The date value for which to return the day of the week.
Examples
Dayofweek(Date(2009, 7, 9)
This example returns 5, for Thursday, as the day of the week for the given date.
Dayofweek([Creation Date])
This example returns the day of the week that an entry was created.
Returns the month as an integer from a date value.
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Syntax
Month(Date)
Parameters
Parameter
Date
Data Type
Date
Description
The date from which to return the month.
Examples
Month(Date(2009, 7, 9))
This example returns 7, for July, as the month in the date value.
Month([Creation Date])
This example returns the month that an entry was created.
Year
Returns the year as an integer from a date value.
Syntax
Year(Date)
Parameters
Parameter
Date
Data Type
Date
Description
Date value for which to return the year.
Examples
Year(Date(2009, 7, 9))
This example returns 2009 as the year for the date value.
Year([Creation Date])
This example returns the year that an entry was created.
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Numeric Functions
Ceiling
Floor
Use numeric functions to manipulate numeric values in formula userdefined fields and in rules for mandatory fields. You can add the following functions to formulas using numeric fields.
• Ceiling – Rounds a number up to the nearest integer or up to a specified number of decimal points.
• Floor – Rounds a number down to the nearest integer or down to a specified number of decimal points.
• Round – Rounds a number to the nearest integer or to a specified number of decimal points.
Rounds a number up to the nearest integer or up to a specified number of decimal points.
Syntax
Ceiling(Number, DecPlace)
Parameters
Parameter
Number
DecPlace
Data Type
Decimal
Integer
Description
The numeric value to round.
(Optional) The number of decimal places to round up to.
Example
Ceiling(2.32, 1)
This example returns 2.4.
Rounds a number down to the nearest integer or down to a specified number of decimal points.
Syntax
Floor(Number, DecPlace)
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Parameters
Parameter
Number
DecPlace
Data Type
Decimal
Integer
Example
Floor(2.36, 1)
This example returns 2.3
Description
The numeric value to round.
(Optional) The number of decimal places to round down to.
Round
Rounds a number to the nearest integer or to a specified number of decimal points.
Syntax
Round(Number, DecPlace)
Parameters
Parameter
Number
DecPlace
Data Type
Decimal
Integer
Description
The numeric value to round.
(Optional) The number of decimal places to round to.
Example
Round(2.45687, 2)
This example returns 2.46.
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Comparison Statements in Formulas and Mandatory Rules
Rules for mandatory user-defined fields consist of comparison statements. Formula user-defined fields may also include comparison statements if the formulas include conditional expressions, using “If” statements.
You can create comparison statements with the following symbols.
• == to check that two values are equal to each other.
For example, [Category] == “Partner” verifies that the
Category field is set to “Partner”.
• != to check that two values are not equal to each other.
For example, [Category] != “” verifies that the Category field is not empty, i.e. it has a value.
• > to check that the first value is greater than the second value.
For example, [Annual Sales] > 20000 verifies that the Annual
Sales user-defined field has a value greater than 20,000.
• < to check that the first value is less than the second value.
For example, [Contract Expiry Date] < [Last Service Date] verifies that the Contract Expiry Date field is earlier than the Last
Service Date field.
• >= to check that the first value is greater than or equal to the second value.
• <= to check that the first value is less than or equal to the second value.
Comparison statements are often combined with logical operators to add multiple statements together.
You can compare any values including alphanumeric, date, and numeric values. Alphanumeric values are compared by checking the alphabetical order of the string. When you compare values from table fields, they are treated as alphanumeric values.
Comparison statements are case sensitive. If you want to ignore the case of fields, include the Lowercase or Uppercase function in the statement. For example, [City] == "Vancouver" is true only if the value of the City field is set to "Vancouver". However,
Lowercase([City]) == "vancouver" is true if the value of the City field is set to "Vancouver", "vancouver", or "VANCOUVER".
To compare a table field that contains multiple values, the comparison statement must include the same text that’s displayed in the Maximizer interface, including all values for the field. For example, the statement [Category] == "Partner" will be true only if the only value set in the Category field is "Partner". If the Category field includes the "Distributor" value as well, the rule would validate with the following statement: Category == "Distributor, Partner".
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You can use the Search function to locate text in multiple-value table fields.
Logical Operators for Formulas and Mandatory Rules
You can use logical operators to build more complex comparison statements in formula user-defined fields and in rules for mandatory fields.
You can use the following logical operators:
• Or – Combines two comparison statements where either one of the statements is true.
For example, [Category] == “Partner” OR [Category] ==
“Distributor, Partner” is true if the Category field has either the “Partner” value alone or has both the "Partner" and the
“Distributor” values.
• And – Combines two comparison statements where both of the statements is true.
For example, [Category] == “Partner” AND [Annual Sales] >
20000 is true if the Category field has the “Partner” value and if the Annual Sales field is greater than 20,000.
• Not – Negates a comparison statement.
For example, NOT ([Category] == “Partner” AND [Annual
Sales] > 20000) is true in all cases where the previous example is false.
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Key Fields Lists
Key Fields are important user-defined fields and system fields that are highlighted on the Basic Information tab in Address Book entries, opportunities, customer service cases, and campaigns, making them more readily accessible.
You can choose any user-defined fields and some system fields to include in the Key Fields lists. You may want to select mandatory fields as Key Fields, so users don’t miss them when creating new records. You may also select frequently used fields, making it easier for users to quickly enter these values. And you may select fields important to a particular group of users because different Key Field lists can be defined for specific users and groups, or for all users.
Key Fields for Different Types of Entries
Each Key Fields list contains different sets of fields for each type of entry. For example, you can create a new Key Fields list and add different sets of fields for Companies and Opportunities. When you add new fields to the list for opportunities, you can add only opportunity basic fields and user-defined fields. When you open the
Opportunity dialog box in Maximizer, only the fields added to the opportunities list will be displayed.
When you work with Address Book entries, you can set up separate lists of Key Fields for Companies, Individuals, and Contacts. As well, each type of Address Book entry has different lists for sales leads and for regular entries. For example, Individual - Lead Key Fields appear only in Individual Address Book entries that are marked as sales leads.
Add fields to the Key Fields list for only the types of entries that you want to make the Key Fields list available to. If the Key Fields list contains no fields for a specific type of entry, the list will not be available when you view that type of entry.
Each Key Fields list can contain separate lists for the following types of entries:
• Company Lead – For Companies marked as sales leads.
• Company – For Companies that are not marked as sales leads.
• Individual Lead – For Individuals marked as sales leads.
• Individual – For Individuals that are not marked as sales leads.
• Contact Lead – For Contacts that are marked as sales leads.
• Contact – For Contacts that are not marked as sales leads.
• Opportunity – For opportunities.
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• Campaign – For campaigns
• Customer Service – For customer service cases.
Restricting Access to Key Fields
The Key Fields lists in the Basic Information tab are visible only to the users or groups specified as having Read Access to the Key Fields lists.
However, other users may still be able to access the fields in the list through the User-Defined Fields tab or through other Key Fields lists.
Assigning a field to a Key Fields list does not determine who can access the field. The field is available as a Key Field only to users with access to both the user-defined field and to the Key Fields list.
Create a Key Fields List
In Administrator, select File > Preferences.
Select the Key Fields tab.
Click Add.
Enter the properties for the Key Fields list.
• In the List name field, enter a name for the Key Fields list.
• In the Description field, enter a description for the Key
Fields list.
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If you add a separator at the top or bottom of the list, or if you add two separators in a row, the separators will be suppressed when the entry is viewed in Maximizer.
• From the Owner drop-down list, select the user or security group with access to the Key Field list, or leave it as Public.
• If necessary, from the Requested by field, select the user who requested the Key Fields list.
Select the Key Fields tab and from the Show key fields for drop-down list, select the type of Maximizer entry to assign Key
Fields to.
Add user-defined fields and system fields to the list.
• Click Add, select Key Field, select a system or user-defined field, and click Insert.
• To insert a separator, click Add, and select Separator.
Separators are used to group the Key Fields into visible groups.
• Use the Move buttons to reposition the selected field or separator in the list.
If necessary, from the Show Key Fields for drop-down list, select a different type of entry, and add fields to the list for that type of entry.
Click OK to save the Key Fields list.
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Preventing Duplicate Entries
When more than one Address Book entry exists for the same person or organization, the entries are considered duplicates. These duplicates may occur when users create a new Address Book entry without determining whether an entry already exists for the person or organization. They can also occur when entries are created automatically by operations such as importing. Duplicate entries are undesirable because information related to the person or organization becomes fragmented. You can prevent most duplicate entries by using Maximizer’s duplicate Address Book entry checking options.
You can configure duplicate checking in the Address Book preferences in Administrator.
You can prevent most duplicate Address Book entries by specifying up to three combinations of fields that must be unique to each entry.
If a user attempts to create a new Address Book entry, and the values of any of those field combinations match an existing entry,
Maximizer does not allow the duplicate entry to be created.
A combination of fields that must be unique to each entry is called a
“duplicate check list”. You can create up to three duplicate check lists, using up to three fields in each list.
Maximizer considers an entry to be a duplicate if the values of all fields from List 1, or all fields from List 2, or all fields from List 3 match an existing entry.
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The “Full Name/Company
Name” matching field checks the Full Name of Individual or
Contact entries and checks the
Company field of Company entries. The “Company for
Individual” matching field checks the Company field of
Individual entries.
The default duplicate check lists, described below, effectively prevent most duplicate entries:
Check List
Duplicate Check List 1:
Duplicate Check List 2:
Duplicate Check List 3:
Fields
1. Full Name/Company Name
2. All Phone Numbers
3. None
1. Full Name/Company Name
2. Zip/Postal
3. None
1. None
2. None
3. None
When a user creates a new Address Book entry in Maximizer, and
Maximizer detects it as a potential duplicate Address Book entry, the user is presented with the following list of options:
• Merge with selected entry – The newly created or modified
Address Book entry merges with, and overwrites, the existing
(selected) entry. If a duplicate entry is private, this option is unavailable.
• Edit selected entry – The existing (selected) Address Book entry opens, allowing it to be edited by the user. Any information entered in the newly created entry that was detected as a duplicate must be re-entered. If a duplicate entry is private, this option is unavailable.
• Add the new entry – This option adds the new entry. It is available only under certain circumstances. If a user or group has permission to create duplicate entries (“Duplicates may be entered by” field in the Address Book tab), he or she has the option to create duplicate entries. This option is also available if partial matching is enabled and Maximizer finds a partial match.
If a duplicate entry is private, only users with the ability to enter duplicates can create the duplicate entry.
Partial Matching
Partial matching identifies an entry as a possible duplicate even if not all fields in any of the duplicate check lists are the same in both the new entry and an existing entry.
With partial matching, the order of the fields (1st, 2nd, 3rd) in the duplicate check lists is important, as described in the following scenarios:
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If the first field only is defined in the list (the second and third fields are set to None), partial matching doesn’t apply because matching one field is a complete match.
If the Address Book has been upgraded from a previous version of Maximizer, and duplicate checking was enabled, partial matching is enabled after upgrading the
Address Book to the new version.
• If the first and second fields only are defined in the list (the third field is set to None), an entry is considered a possible duplicate if only the first field matches.
• If all three fields are defined in the list, an entry is considered a possible duplicate if only the first field matches, or if both the first and second field match.
If the first field doesn’t match, an entry is never considered a possible match, even if the second and/or third field matches.
Maximizer displays the list of possible duplicates in order of number of fields matched.
By default, partial matching is disabled. To turn partial matching on, select the “Allow partial match” checkbox.
The “Allow partial match” checkbox applies to all Duplicate Check
Lists. You cannot allow partial matches for some lists and not for others.
Partial matching is relevant only if no exact matches exist. If all the fields in any of the duplicate check lists match an existing entry, it is considered a duplicate entry, and partial matching does not apply.
However, if Maximizer finds no exact matches, it returns a list of entries matching any of the fields from the duplicate check lists.
Permission to Create Duplicate Entries
If some users or groups require the ability to create duplicate Address
Book entries, you can select a user or group from the “Duplicates may be entered by” drop-down list. If more than one user requires this ability, add those users to a new security group and then select that group from this drop-down list.
Retrieving Private Entries with Duplicate Checking
When a private entry is found by duplicate checking, the name of the entry is displayed, but the details of the entry are not. Also, when this type of entry is found, the merge entry and open entry functionality is disabled.
Configure Duplicate Checking for Address Book Entries
In Administrator, select File > Preferences.
Select the Address Book tab.
Select Check for duplicates when adding Address Book
entries.
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From the Duplicate check list drop-down list, select one of the
Duplicate Check Lists.
In the Fields to match for the selected list box, select the first, second, and third fields to match.
You can select up to three fields, but selecting all three fields is not required.
Repeat the previous two steps to configure any of the other
Duplicate Check Lists.
To enable partial matching, select Allow partial match.
If you want any users or groups to be able to create duplicate entries, select the name of the user or group from the
Duplicates may be entered by drop-down list.
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Email Notification for Opportunities/Customer Service Cases
If you are using case or opportunity notification in
Maximizer Web Access, you must specify an email address for WEBUSER. Go to File >
Manage Users, select
WEBUSER from the list of users, and click Properties.
Enter an email address on the
General tab of the Properties dialog box.
Maximizer can send email to customers, partners, and users when the status of customer service cases or opportunities changes.
Maximizer includes default notification messages that are sent to users. You can also create custom email notification templates in
Administrator. You can assign email templates for each action such as when you create a customer service case or when you win an opportunity. Each action can also have separate templates sent to customers/partners and to users.
When writing the email templates, remember that each template applies to all customer service cases or opportunities of that notification event type. They should be specific to the action they are assigned to but generic enough to apply to all cases or opportunities with that action. Use merge fields to personalize emails based on generic templates.
You can also create default case and opportunity monitoring lists in
Administrator. Email messages are sent to users when cases or opportunities are modified. Users can specify what changes to receive notification for in their preferences. Users can also assign monitors to specific cases and opportunities.
Email Notification for Customer Service Cases
Maximizer sends email messages to customers, partners, and users when you create, assign, escalate, or resolve customer service cases.
You can configure the email notifications in the Notification tab of the Customer Service preferences in Administrator.
You can choose to send notification automatically to Address Book entries when cases are first created. For the other customer notification templates, users have the option to send the notification while performing the specified actions in Maximizer. You also have the option to send a copy of the email message to the partners when notifying customers. User notification email messages are sent to the users identified in the Owner and Assigned To fields for the case.
Email Notification for Opportunities
Maximizer can automatically send email to users and partners when opportunities are created, abandoned, lost, suspended, or won. You can configure the email notifications in the Opportunities preferences in Administrator.
When partner or user templates are assigned to the various actions, the email messages are automatically sent to the assigned partner or
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users when the actions are performed. You can choose to send a copy of email messages sent to partners to the associated Account
Manager as well. You can also notify sales leaders automatically whenever the leader field is changed. User notification email is sent to users identified as monitors for the opportunities.
Merge Fields in Email Notification Templates
The question mark in a merge field is used to alert users to not leave a space if no value is assigned to the related
Address Book entry for the merge field.
Merge fields in the email template personalize the message for each recipient by replacing the merge field syntax with the actual field value for the Address Book entry. For example, including the
{First_Name?} merge field in an email template replaces the syntax with each email recipient’s actual first name.
Commonly used customer service and opportunity merge fields are described below. For a complete list of merge fields to include in the email templates, see the Insert Merge Field dialog box in the
Maximizer Word Processor. Press F1 when a field is selected to view its description.
You can create templates in either .ETF (Maximizer Word Processor) or .HTML format. When you create templates in the Maximizer Word
Processor, click the Merge Field button and select the merge field to insert into your email template. When you create HTML templates in an HTML or text editor, you must enter the merge field syntax manually or copy the syntax from the Maximizer Word Processor.
Customer Service Case Merge Fields
The following table lists the basic customer service case merge fields to include in email templates.
• {My_Name?} – Full name of the logged-in user (first name, initial, and last name).
• {My_Company?} – Name of the logged-in user’s company.
• {CS.Case_Number?} – Case number.
• {CS.Client_Name?} – Name of the associated Address Book entry (Company or Individual).
• {CS.Contact_Name?} – Name of the Contact associated with the case.
Because this field is not mandatory in customer service cases, a value may not display in case notification emails.
• {CS.Subject?} – Case subject.
• {CS.Assigned_To?} – Name of the user who the case is assigned to.
Applies to case assignment or escalation emails only.
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• {CS.Resolved_By?} – Name of the user who resolved the case.
Applies to case resolution emails only.
• {CS.Resolved_Date?} – Date when the case was resolved.
Applies to case resolution emails only.
• {CS.Resolved_Time?} – Time when the case was resolved.
Applies to case resolution emails only.
• {Case_Solution?} – Knowledge base article number associated with the case resolution.
Applies to case resolution emails only.
• {Case_Solution_Note?} – Notes from the Solution Notes field in the Solution Information & Billing tab of the Case dialog box.
Applies to case resolution emails only.
Opportunity Merge Fields
The following table lists the basic opportunity merge fields to include in email templates.
• {My_Name?} – Full name of the logged-in user (first name, initial, and last name).
• {My_Company?} – Name of the logged-in user’s company.
• {Opportunity.Client_Name?} – Name of the associated
Address Book entry (Company or Individual).
• {Opportunity.Opportunity_Contact_Name?} – Name of the
Contact associated with the opportunity.
Because this field is not mandatory in customer service cases, a value may not display in case notification emails.
• {Opportunity.Objective?} – The objective of the opportunity.
• {Opportunity.Categories?} – The category of the opportunity.
• {Opportunity.Products_Services?} – The products/services of the opportunity.
• {Opportunity.Description?} – The opportunity’s description.
• {Opportunity.Stage?} – The stage the opportunity is at.
• {Opportunity.Confidence_Rating?} – The current confidence rating of the opportunity.
• {Opportunity.Status?} – The current status of the opportunity.
• {Opportunity.Start_Date?} – The start date of the opportunity.
• {Opportunity.Close_Date?} – The close date of the opportunity.
• {Opportunity.Next_Action?} – The opportunity’s next action.
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• {Opportunity.Revenue?} – The opportunity’s projected revenue.
• {Opportunity.Cost?} – The opportunity’s cost.
• {Opportunity.Team_Name?} – The name of the team associated with the opportunity.
• {Opportunity.Opportunity_Leader?} – The leader of the opportunity.
Create an Email Notification Template
In Administrator, select File > Preferences.
Select the Customer Service or Opportunity tab depending on the module you are working with.
Click Notification.
Click Assign.
• For customer service case email notification, select Customer
Template or User Template.
• For opportunity email notification, select Partner Template or User Template.
The Email Notification Template Library opens.
Click New.
Select Maximizer Message Body (Maximizer Word Processor
.ETF template) or HTML Message Body (HTML template).
The Message Body Name dialog box opens.
Type a name to identify the template and click OK.
It’s a good idea to include the action (Create, Assign,
Escalate, or Resolve) and the recipient type (Customer or
User) in the template name, so the template is easier to identify.
Write the content of the email template, including customer service case or opportunity merge fields.
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To insert merge fields in the Maximizer Word Processor, click the
Merge Field button.
To use merge fields in HTML email templates, you must type the merge field syntax manually. To simplify the process, you might choose to create the template with its merge field syntax in the
Maximizer Word Processor, and then copy and paste the text into the HTML document.
Save the template and close the editor.
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Assign Email Notification Templates
Use this procedure to assign email notification templates for customer service cases. The templates must already be created in the desktop version of Administrator.
In Administrator, select File > Preferences.
Select the Customer Service or Opportunity tab depending on the module you are working with.
Click Notification.
Under Email templates for notification, select an action name.
Click Assign.
• For customer service case email notification, select Customer
Template or User Template.
• For opportunity email notification, select Partner Template or User Template.
The Email Notification Template Library opens.
Select an existing template from the list and click OK.
The template is now associated with the action name for customers or users.
Specify the remaining notification settings.
• For customer service email notifications, to email the associated partner when notifying a customer, select Carbon
Copy the associated Partner when notifying
Customers.
• For opportunity email notifications, to email the associated account manager when notifying a partner, select Carbon
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Copy the Associated Account Manager when notifying
the Partner.
Click OK to save the changes.
Turn Off Email Notification
Use this procedure to remove a notification template from a customer service or opportunities action. You can remove a user template to stop sending notification to Maximizer users, a customer template to stop sending notification to customers (customer service cases only), or a partner template to stop sending notification to partners (opportunities only).
In Administrator, select File > Preferences.
Select the Customer Service or Opportunity tab depending on the module you are working with.
Click Notification.
In the Email templates for notification group, select an action name.
Click Unassign, and select the type of template you want to remove.
• For customer service case email notification, select Customer
Template or User Template.
• For opportunity email notification, select Partner Template or User Template.
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Set Default Opportunity/Case Monitors
You can set up default opportunity and customer service case monitoring lists in Administrator. Users can assign the default list of monitors to opportunities and cases in Maximizer. Users can also specify custom lists of opportunity and case monitors in specific entries.
In Administrator, select File > Preferences.
Select the Customer Service or Opportunity tab depending on the module you are working with.
Click Monitoring.
The current list of users assigned for monitoring is displayed.
Add or remove users from the list.
• To add a user to the list, click Add, select a user, and click OK.
• To remove a user from the list, select the user, and click
Delete.
Click OK to save the changes.
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Event Notification
Maximizer enables you to send email notifications to a definable list of recipients when specific Maximizer events occur and to log these events to a file.
Most often these events are significant error conditions requiring human intervention, such as a severe Email Server error during an email marketing campaign. They may also be notifications of irregularities in business process, such as a remote user who has not synchronized in a threshold number of days.
Event notification email messages and log files contain the following information about events:
• Date and time when the event occurred
• Type of event
• Address Book in which the event occurred
• Action resulting from the event (for example, activity suspended due to fatal error)
• Additional information about the event, such as error codes, suggested resolutions, etc.
The following table describes the events for which notification is available, as well as probable causes and suggested resolutions for each.
Event description
Email service fatal error
Module Cause Resolution
AutoEmail The connection to the SMTP Email
Server has failed or the SMTP authentication username and/or password is incorrect.
Check the SMTP server name, check the network connection, and check the authentication username and password on the
Automated Services tab (available in
Administrator from the File >
Preferences menu).
Enable Event Notification
In Administrator, select File > Preferences.
On the System Options tab, click Event Notification.
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Select Enable event notification.
In the Events list, select an event, and click Properties.
Specify the notification options to enable for this event.
If you selected Via email as one of the notification options, click
Add to specify names and email addresses of notification recipients.
Click OK to close the Event Notification Properties.
Repeat steps 4 through 7 for each event for which you want to enable notification or logging.
Complete the SMTP server settings fields as they apply to your
SMTP server, and click OK.
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View Event Notification
Use this procedure to view the event notification log file in a text editor.
In Administrator, select File > Preferences.
On the System Options tab, click Event Notification.
On the Events Notification dialog box, click View Log File.
Open Windows Event Viewer
Use this procedure to open Windows Event Viewer where you can view Maximizer event notifications.
Select Start > Programs > Administrative Tools > Event
Viewer.
In the left pane, select Application Log.
Maximizer event notifications appear in the right pane of the
Event Viewer.
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Recording Holidays in the Holiday Editor
The Holiday Editor is a utility you can use to add or edit holidays in the Maximizer calendar. By default, the Holiday Editor contains many
North American holidays. The holidays listed in the Holiday Editor also appear in the Calendar window in Maximizer. You can use
Administrator to modify or delete existing holidays, or add new holidays.
If you wish to add personal holidays or events to your calendar, such as “Alice's birthday”, you must create a yearly recurring appointment using the Calendar window in Maximizer.
The Holiday Editor's data file—Mxzhol.nam—is inserted in the
Maximizer program folder when you install Maximizer. In this location, you use Administrator’s Holiday Editor to manage one set of holidays for your installation of Maximizer.
Add a Holiday
Use this procedure to add a holiday to your calendar using the
Holiday Editor.
In Administrator, select Utilities > Holiday Editor.
Click Add.
Enter the details of the new holiday.
Click OK to close the Add Holiday dialog box.
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Share Holidays with Another Workstation
Holidays are stored on each workstation. If you want to share customized holidays with other Maximizer workstation, you need to copy the holiday file to the other computer. When you copy the file, it replaces any existing holidays.
• Copy the Mxzhol.nam file from your Maximizer program folder to the program folder on the other computer.
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Configuring Email,
Phone, and
7
Synchronization
In this chapter...
“Configuring Microsoft Outlook Synchronization” on page 162
“Configuring Email” on page 167
“Using Fax Software with Maximizer” on page 174
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Configuring Microsoft Outlook Synchronization
Outlook Synchronization works with Microsoft Outlook only.
For information on how
Maximizer and Outlook fields are mapped to each other in
Outlook Synchronization, refer
to “Field Mapping” on page 303.
Outlook Synchronization mirrors select appointments, tasks, and
Address Book entries between Maximizer and Microsoft Outlook to ensure the entries exist in both programs and that they both contain the same information.
Outlook Synchronization settings are configured on a per-user basis, and each Maximizer user has one set of configuration settings.
Typically, users configure their own Outlook Synchronization settings in Maximizer by going to the Setup tab and selecting Preferences.
However, you can also configure their settings through
Administrator’s user preferences.
Outlook Synchronization preferences enable you to select which entries will be synchronized:
• For appointments and tasks, only entries scheduled within the specified date ranges will synchronize, with the exception of recurring appointments and tasks, as described in the following section. These settings apply to appointments and tasks in both
Maximizer and Outlook.
• For Maximizer Address Book entries, only the entries belonging to the selected Favorite List will synchronize with Outlook. Those entries will be assigned to the specified Outlook category.
• For Outlook contacts, only the contacts assigned to the specified category will synchronize with Maximizer. Those entries will be assigned to the selected Favorite List in Maximizer.
• Products/Services and Categories are synchronized to Outlook if you are using Microsoft Outlook Synchronization. Attendees, resources, and any notes you add to an appointment are also synchronized. These items appear as part of the appointment dialog box in Outlook.
Outlook Synchronization preferences also enable you to specify how often to synchronize and how to handle conflicts when the same entry has been modified in both Outlook and Maximizer.
Maximizer can synchronize only with Outlook profiles on the same machine. When configuring a user’s Outlook Synchronization settings through Administrator, you must manually enter the
Outlook profile name, but it cannot be verified until the Outlook
Synchronization process runs on the user’s machine. If you don’t know the Outlook profile name, leave the field blank and the user can select it through Maximizer’s user preferences. When Outlook
Synchronization runs, it checks that the configuration has a valid
Outlook profile name. If not, Outlook Synchronization logs the error.
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Appointment and Task Synchronization
When Outlook Synchronization is configured, it can synchronize select appointments and tasks between the Maximizer Address Book and Microsoft Outlook. Only those appointments and tasks scheduled within the specified date ranges will synchronize, with the following exceptions:
• if an instance of a recurring appointment occurs within the specified date range, all instances of the recurring appointment will be synchronized
• if a task is scheduled prior to the specified date range, but the
“Carry forward unfinished tasks” option is selected, the task will be synchronized
You can also specify whether to synchronize private appointments and/or tasks.
Recurring Appointments
Recurring appointments in Microsoft Outlook synchronize to
Maximizer as recurring appointments unless they have no end date.
If the recurring appointment has no end date, only the first occurrence synchronizes with Maximizer, not the recurrences. To synchronize recurring appointments with Maximizer, always provide an end date.
Note that while it is possible to modify the Private property of a single instance of a private appointment in Maximizer, this property can be changed only for the entire series of recurring appointments in Outlook. Therefore, if you change the Private property of a single instance of a recurring appointment in Maximizer, this change will not be synchronized to Outlook.
Recurring Tasks
If you synchronize a recurring task from Outlook, and then mark the task as complete in Maximizer, Maximizer cannot create the next instance of the recurring task. You should mark the task as complete in Outlook, which will create the next instance of the task, and then re-synchronize with Maximizer.
If you synchronize a recurring task from Outlook, and then delete the task in Maximizer, all instances of the recurring tasks are deleted.
If you want to delete a single instance of a recurring task, you should delete the task in Outlook and then re-synchronize with Maximizer.
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Group Appointments
When using Outlook Synchronization, group appointments in
Maximizer synchronize to Outlook for the current user only.
However, the synchronized appointment in Outlook includes all the locations, resources, and attendees information in the appointment notes.
Synchronization from Outlook to Your PDA
In addition to synchronizing Maximizer data with Outlook, you can synchronize information from Outlook to your PDA. There are several selections of available software to perform this synchronization. Please consult with your PDA manufacturer or supplier for more information.
Configuring Outlook Synchronization
➤
To configure Outlook Synchronization
In Administrator, select File > Manage Users.
Select the Maximizer user, and click Preferences.
Select the Outlook Synchronization tab.
Do not select Ignore computer name if the user uses multiple computers and synchronizes to a different Outlook profile on each computer.
The Synchronize Address Book entries checkbox is disabled if the user does not have the
“Allow sync contacts with external clients” access right.
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In the Synchronization frequency group box, specify how often Maximizer should synchronize with Outlook.
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If you select Never (manual synchronization), the user must synchronize manually by selecting the Tools tab and clicking
Synchronize with Outlook in the Office group.
In the Conflict resolution group box, select the desired method of handling entries that have been changed in both
Maximizer and Outlook since the last synchronization.
In the Outlook profile field, enter the name of the user’s
Outlook profile. This information must be obtained from the user’s computer.
To ignore the computer name when synchronizing, select the
Ignore computer name checkbox.
To synchronize appointments, select the Synchronize
appointments checkbox and specify the date range of appointments to synchronize.
Private appointments will not be synchronized unless the
Include private appointments checkbox is also selected.
To synchronize tasks, select the Synchronize tasks checkbox and specify the date range of tasks to synchronize.
Private tasks will not be synchronized unless the Include
private tasks checkbox is also selected.
To also synchronize incomplete tasks that are scheduled prior to the specified date range, select the Carry forward unfinished
tasks checkbox.
To synchronize Maximizer Address Book entries and Outlook contacts, select the Synchronize Address Book entries checkbox. Note that this option is used to synchronize a personal
Contacts Address Book list. For information on selecting the
Outlook address list for integration with Maximizer, see the
Maximizer CRM User’s Guide.
To specify the mapping between Outlook phone number fields and Maximizer phone number fields, click the Phone Mapping
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Outlook phone number field, and click OK.
Do not map all Outlook phone number fields. Maximizer supports only four phone numbers for each Address Book entry.
If an Outlook contact has more than four phone numbers, and more than four types are mapped between Outlook and
Maximizer, not all the Outlook phone numbers can be synchronized with Maximizer.
In the Synchronize Address Book entries from Favorite
List drop-down list, select the Maximizer Favorite List to synchronize.
In the Synchronize Contacts from Outlook Category drop-down list, select the Outlook category to synchronize.
Click OK.
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Configuring Email
The Maximizer Email Service sends email messages as part of automated campaigns, opportunity and case email notification, and appointment reminders. You must configure the Maximizer Email
Service to use these features properly.
Automated campaigns track various statistics for email activities, including the number of bounces and replies generated from email activities. To track these statistics, you must specify the email accounts to monitor.
The following sections contain information on configuring email:
•
“Configuring the Maximizer Email Service” on page 167
•
“Configuring Email Accounts for Campaign Monitoring” on page 169
Configuring the Maximizer Email Service
The Maximizer Email Service is installed automatically with
Maximizer, and it works with the following operations in Maximizer:
• Automated campaign email activities
• Opportunity and customer service email notifications
• Appointment notification using iCalendar attachments and appointment reminders
• Email messages sent through Maximizer Web Access or Mobile
Access
The Maximizer Email Service must be running for these operations to function.
Note that for Windows XP Professional, the Maximizer Email Service must run as an application, not as a service.
By default, Maximizer will delete any email messages queued by the email service that are older than 14 days. Messages are queued when the email service is stopped. To change the maximum age of unsent email messages, modify the value of the EMGR_MSG_AGE_LIMIT key in the MaConfig table. To disable email message age limits, set this value to 0.
Ensure that users have an email address entered in their user properties, so they can receive customer service case email notifications and appointment reminders by email. Users should also set their email appointment notification option in Maximizer (In the
Setup tab, select Preferences. In the Preferences dialog, select the
Calendar/Hotlist tab).
For more information about the properties in the Automated
Services tab, click inside the tab and press F1.
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The SMTP server is specified during the Maximizer installation and the port number is set to 25 by default.
➤
To configure the Maximizer Email Service
In Administrator, select File > Preferences.
Select the Automated Services tab.
Select Email from the Preferences for Activity type dropdown list.
Set the Service cycle time check.
The service cycle time check controls how often the Maximizer
Email Service processes the email activities in automated campaigns. By default, this option is set to 1 minute.
To send large quantities of email messages, select the Enable
sending in batch mode option, and set the Batch size.
If you are using an ISP, it’s important to control the email batch settings.
Enter a URL in the URL of Campaign Manager Statistics field.
This URL specifies the URL of the script that redirects the email recipients to the Landing page URL (as specified in the Add Email
Activity dialog box), which is included in automated email activities. This option applies to automated email activities only, and it is available only if Maximizer Components for Microsoft IIS is installed.
Choose a character set from the Character set used by email
service drop-down list. This is the friendly name for the character set. The actual name of the character set is shown in the field on the right of the drop-down list.
This character set is used for all outgoing email sent by the
Maximizer Email Service.
If the character set does not appear in the list, you can enter the name of the character set in the field on the right. The field on the left is then displayed as a blank value.
Select the Activate services for the currently open Address
Book option.
This checkbox must be enabled to use automated email campaigns, customer service case email notifications, and appointment reminders by email.
Enter the Service computer and SMTP server names and the
SMTP port number.
If the SMTP server requires authentication, select the checkbox and enter the account name and password.
The authentication settings are specified during Maximizer installation.
Click OK.
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Maximizer is now configured to use the Maximizer Email Service for automated email campaign activities, customer service case email notifications, and appointment reminders by email.
Configuring Email Accounts for Campaign Monitoring
To track some statistics for email campaigns, you must specify the settings for the IMAP server and email accounts used for monitoring bounces and replies for campaign email activities. Maximizer tracks the number of email messages sent to these accounts and generates statistics for each campaign.
You must specify settings for the same email accounts that are specified as the “From” and “ReplyTo” addresses in the Email
Addresses tab of a campaign email activity.
➤
To configure campaign monitoring email accounts
In Administrator, select File > Preferences.
Select the Campaign tab.
Under Campaign monitoring options, click Monitoring.
The Campaign Monitoring Settings dialog box opens.
Under Server settings, specify settings for the IMAP email server.
• In the IMAP Server field, enter the URL for the IMAP server.
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• In the Port field, enter the port number for the IMAP server.
• Select SSL if Secure Sockets Layer (SSL) is enabled on the
IMAP server.
Under Campaign “From” account, specify the name and password for the email account that appears as the “From” address in campaign messages.
This account must match the email address specified as the
“From” address in the Email Addresses tab of campaign email activities.
Under Campaign “Reply To” account, specify the name and password for the email account to which to send replies.
This account must match the email address specified as the
“ReplyTo” address in the Email Addresses tab of campaign email activities.
If the From and Reply To accounts are the same, you need to specify the credentials only once, in either section. The specified email account is monitored for both replies and bounces.
Click OK to close the Campaign Monitoring Settings dialog box.
Click OK to save the changes to the preferences.
User Account for SQL Server Reporting Services Integration
In order to enable the SQL Server Reporting Services Integration, you must specify a user account to connect with the Maximizer database.
The user account must match the following criteria:
• The user is a member of the SSRS Report Management security group in Maximizer. For information on security groups, see
• The login for the user has the sysadmin server role on the SQL
Server hosting the Maximizer database. For information on user
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logins in Microsoft SQL Server, see the SQL Server documentation.
The MASTER user automatically meets these criteria.
Enabling SQL Server Reporting Services
You can enable SQL Server Reporting Services in the System Options preferences in Maximizer Web Access Administrator. When you enable SQL Server Reporting Services, a number of default reports are automatically created on the SQL Server Reporting Services server.
➤
To enable SQL Server Reporting Services
Log in to Maximizer Web Access Administrator.
In the left pane, under Preferences, click System Options.
Select the SQL Server Reporting Services Settings tab.
Click Modify Options.
Select Enable SQL Server Reporting Services Integration.
The URL to the Reporting Services server and the path to the current Address Book are automatically filled in.
Under Database Account, enter the username and password for the user account used to connect to the Maximizer database.
Whenever the password changes, you must specify the new password in this page.
Click Save.
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The SQL Server Reporting Services settings are saved on the report server. You may need to wait a moment for the settings to save.
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Phone Masks
Exercise caution when working in the Windows Registry.
The registry entry (HKEY_CURRENT_USER\Software\Maximizer
Software\Maximizer\Modules\AMGR\INTL\Phone Mask) overrides the default format of a phone number with the phone mask provided as a value. The mask uses # to indicate digits and can include any other characters (e.g., + - ,). If the Phone Mask registry key does not exist, you must create it as a String value.
The mask formats from right to left. For example, if the phone mask value is ###-####, but a user enters a 10-digit phone number (e.g.,
1234567890), the result would be formatted as 123456-7890. If the value has fewer digits than the mask allows, the extra (left-most) placeholders are not used.
The following table shows how some examples of how phone numbers are displayed using phone masks:
Phone Mask Digits Value Typed In
Not specified
“
7
10
###-####
“
(###) ###-####
7
10
“
+1 (###) ###-####
“
7
10
7
10
### ## ####-###### 15
Value Displayed
1234567
1234567890
1234567
1234567890
123-4567
123456-7890
123-4567
123456-7890
1234567
1234567890
123-4567
(123) 456-7890
1234567
1234567890
123-4567
+1 (123) 456-7890
123456789012345 123 45 6789-012345
The Phone Mask value affects the display of phone numbers in
Maximizer program dialog boxes and window lists. The Phone Mask value is read during program startup.
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Using Fax Software with Maximizer
Visit the Maximizer website at www.maximizer.com to obtain an updated list of supported fax applications.
You can set up Maximizer for faxing anytime after you have installed the fax modem and fax application.
To fax any document with Microsoft Fax, simply select the fax driver in place of a printer when you print the document. The Maximizer
Word Processor also supports merging directly to faxing software, which enables you to perform broadcast faxing.
For information about setting up Microsoft Fax, refer to your
Windows operating system documentation.
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H A P T E R
8
Configuring Web Access
8
In this chapter...
“Introduction to Web Access” on page 176
“Enabling Web Access Sites” on page 179
“Escona Tutorial Sample Sites” on page 180
“Application Settings for Web Access Sites” on page 189
“Web Access Users and Security Groups” on page 197
“Maximizer Web Access” on page 201
“Maximizer Web Access Administrator” on page 204
“Customer Access and Partner Access” on page 208
“Advanced Site Configurations” on page 219
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Introduction to Web Access
The Maximizer CRM Server setup program installs and registers several machine-level
COM DLLs and sets up some machine-level registry settings.
If you are moving Maximizer
Web Access to a different server, ensure you run the setup program again.
Maximizer Web Access, Customer Access, Partner Access, and Mobile
Access are installed automatically with Maximizer CRM Server. The
Maximizer web access sites provide web browser access to a
Maximizer Address Book from any Internet-connected computer or mobile device.
The Maximizer CRM Server installation provides the option to install
Start Menu shortcuts to the sites. These links are intended to connect to Maximizer Web Access Administrator for the convenience of internal users. Only one instance of a Partner Access and one instance of a Customer Access can be set up for this quick access for each
Address Book. To set it up, log into the Address Book you want to set up in Maximizer Administrator, select File > Web Access > Shortcuts, and enter the URL to be accessed on the relevant line. Both the
Partner Access URL and the Customer Access URL can be specified here.
Maximizer Web Access can be configured in many different ways.
Refer to the Maximizer knowledge base for information on setting up Maximizer Web Access in different environments.
Site Types
There are several site types, each with a different purpose and functionality. The site types are described below.
Maximizer Web Access
Maximizer Web Access is a browser-based application providing the functionality of Maximizer over the Internet. Employees can work with Address Book entry information, notes, calendar appointments,
Hotlist tasks, user-defined fields, and opportunities, as well as view company documents and other pertinent information.
• Local path: C:\Program Files\Maximizer\Portals\Employee
• Virtual folder: http://<server name>/MaximizerWebAccess
• Main login URL: http://<server name>/MaximizerWebAccess/
Default.aspx
Mobile Access
Partner Access
Customer Access
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Mobile Access provides access to Maximizer through mobile web browsers. When users open Mobile Access from the Windows Start menu, a URL displays. Users enter this URL into a mobile browser to access Mobile Access.
• Local path: C:\Program Files\Maximizer\Portals\Wireless
• Virtual folder: http://<server name>/MaximizerMobileAccess
• Main login URL: http://<server name>/MaximizerMobileAccess/
Partner Access is a browser-based application providing a two-way flow of information between your organization and its business partners. This medium allows for a multi-tier distribution group to effectively distribute sales opportunities and keep all involved parties informed.
All aspects of the site are administered with a separate web access administrator application.
• Local path: C:\Program Files\Maximizer\Portals\Partner
• Virtual folder: http://<server name>/MaximizerPartner
• Main login URL: http://<server name>/MaximizerPartner/
Default.aspx
• Administrator login URL: http://<server name>/
MaximizerPartner/Admin/Default.aspx
The following third-party applications are installed with Customer and Partner Access, and are available from the Windows Start menu:
• Excentrics World Components
• Microsoft Internet Explorer WebControls
Customer Access is similar to Partner Access. It’s a browser-based application providing a two-way flow of information between your organization and its customers. Customers have access to news and events.
Like Partner Access, the site is administered with a web access administrator application. This is separate from the main site.
• Local path: C:\Program Files\Maximizer\Portals\Customer
• Virtual folder: http://<server name>/MaximizerCustomer
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• Main login URL: http://<server name>/MaximizerCustomer/
Default.aspx
• Administrator login URL: http://<server name>/
MaximizerCustomer/Admin/Default.aspx
The following third-party applications are installed with Customer and Partner Access, and are available from the Windows Start menu:
• Excentrics World Components
• Microsoft Internet Explorer WebControls
Supported File Types in Company Library and Documents
The following document types are supported in the Company Library and Document window of the web access sites:
• .DOC and .RTF (Microsoft Word)
• .XLS (Microsoft Excel)
• .PPT (Microsoft PowerPoint)
• .HTM and .HTML
• .BMP (bitmaps)
• .TXT (text files and Company Library notes)
• .JPG, .GIF, and .TIF (graphics files)
• .PDF (Adobe Portable Document Format)
You can add support for other file types using Microsoft Internet
Information Services (IIS) Manager. For more information, see
“Adding Support for File Types” on page 21.
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Enabling Web Access Sites
By default, all Maximizer web access sites are disabled. Enabling a site is a simple process, which must be completed before anybody can access them. You can activate them during installation, or modify the
Web.Config file for each site you want to enable. To enable a site
during installation, see “Installing Maximizer CRM Server” on page 34.
➤
To enable a site via the Web.Config file
Open the site’s Web.Config file in a text editor, such as
Notepad.
The Web.Config file is located on the Maximizer server at the following path:
C:\Program Files\Maximizer\Portals\<site>\Web.Config
If Maximizer was installed in a folder other than the default location of C:\Program Files\, replace that portion of the path with the folder where Maximizer was installed.
In the appSettings section, locate the Enabled key, which is shown below:
<add key=”Enabled” value=”false” />
Change the value to true, as show below:
<add key=”Enabled” value=”true” />
Save the Web.Config file.
Note that if you are using Windows 2008 or 2012, you must also select the “Detailed errors” option in IIS. This setting is found under
Error Pages > Edit Feature Settings.
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Escona Tutorial Sample Sites
The IIS Server must be started for the sites to function.
The Escona Tutorial Address Book includes sample web access sites.
The sample sites, Maximizer Web Access, Customer Access, and
Partner Access, require no configuration and are accessible from the
Maximizer folder on the Windows Start menu. These sample sites are installed on the Maximizer IIS Server as part of the Maximizer
Components for Microsoft IIS installation.
You can access the sample sites using the following user IDs and passwords.
Sample Site User ID
Maximizer Web Access Administrator master
Maximizer Web Access jnapoli
Customer Access Administrator
Partner Access Administrator jnapoli jnapoli
Customer Access
Partner Access
Mobile Access mary paul jnapoli
Password
control maximizer maximizer maximizer password password maximizer
This section steps you through the following procedures with the
Escona Tutorial sample sites:
•
“To start the Default Web Site” on page 181
• “To access Escona Tutorial Maximizer Web Access” on page 184
•
“To change a site to an application” on page 181
• “To access Escona Tutorial Customer or Partner Access
Administrator” on page 186
•
“To enable Address Book entries to access the site” on page 212
• “To access Escona Tutorial Customer or Partner Access” on page 187
Many of these procedures also apply to your own sites.
Before accessing the sample sites, ensure that the Default
Web Site is started.
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➤
To start the Default Web Site
On the Maximizer IIS Server, select Start > Programs > Control
Panel > Administrative Tools > Internet Information
Services Manager.
Select Default Web Site, and click the Start item button.
Do not use this procedure unless you received a “Server
Error in “/” Application” error when you opened the site.
When the Start item button becomes dimmed, the Default Web
Site is started, and you can access the sites.
➤
To change a site to an application
On the Maximizer IIS Server, select Start > Programs > Control
Panel > Administrative Tools > Internet Information
Services Manager.
Open the Default Web Site branch.
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Right-click MaximizerWebAccess, and click Properties.
Click Create.
Maximizer Web Access has now been converted to an application.
Click OK and then close Internet Information Services.
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Escona Tutorial Maximizer Web Access Administrator
You can access Maximizer
Web Access Administrator from Maximizer Web Access.
In the left navigation pane, hover your mouse over
Administration and select
Administrator from the pop-up window.
➤
To access Escona Tutorial Maximizer Web Access
Administrator
Select Start > Programs > Maximizer CRM > Web Access >
Maximizer Web Access Administrator.
The Maximizer Web Access Administrator login page opens.
Log into the site using the following login information:
User ID = MASTER
Password = control
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Escona Tutorial Maximizer Web Access
If the Maximizer Web Access login page does not open, and you see a “Server Error in “/”
Application” error message, then you need to change the
site to an application. See “To change a site to an application” on page 181.
➤
To access Escona Tutorial Maximizer Web Access
Select Start > Programs > Maximizer CRM > Web Access >
Maximizer Web Access.
The Maximizer Web Access login page opens.
Log into the site using the following login information:
User ID = JNAPOLI
Password = maximizer
Escona Tutorial Mobile Access
➤
To access Escona Tutorial Mobile Access
On your mobile device, open a web browser.
In the Address bar, enter the Mobile Access URL.
The default, the URL is in the form: http://<server name>/
MaximizerMobileAccess
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Log into the site using the following login information:
User ID = JNAPOLI
Password = maximizer
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Escona Tutorial Customer and Partner Access Administrator
➤
To access Escona Tutorial Customer or Partner
Access Administrator
On the server, select Start > Programs > Maximizer CRM >
Web Access > Customer Access or Partner Access.
The Maximizer Customer or Partner Access Viewer opens.
Select Escona Tutorial, and click View.
The Customer/Access Partner Administrator login page opens.
Log into Customer/Partner Access Administrator:
User ID = JNAPOLI
Password = maximizer
Customer/Partner Access Administrator opens, with either or both of the News Manager and Configuration Manager links
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The News Manager link is available only if you are logged in with a User ID belonging to the Customer or Partner
Access Administration Users security group. The
Configuration Manager link is available only if you are logged in with a User ID belonging to the Customer or Partner
Access Configuration Users security group.
available, depending on which web access security groups you belong to.
For information about web access security groups, refer to “Web
Access Security Groups” on page 197.
➤
To create a site PIN for the sample sites
•
yourself. When you are creating the PIN for the Escona Tutorial sample sites, modify the email address and category of one of the Address Book entries, so you can use that Individual or
Contact as your site user account:
• Email Address: When you are creating a customer and/or
Partner Access login account for the Escona Tutorial sample sites, enter your own email address into a sample Contact or
Individual’s Address Book entry. Then, when you send a site
PIN email, it sends the PIN to your email address instead of to the fictional email address in the sample database.
• Category: Select both the Customer and Partner categories in the Address Book entry.
Escona Tutorial Customer and Partner Access
➤
To access Escona Tutorial Customer or Partner
Access
Select Start > Programs > Maximizer CRM > Web Access >
Customer Access or Partner Access.
The Maximizer Customer or Partner Access Viewer opens.
Select Escona Tutorial, and click View.
The login page opens.
Click the View Customer/Partner Access Site link.
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Log in to the site.
To log into the sample Partner Access site, use the sample
Address Book contact, Paul Samson of Samson Consulting:
• User ID = paul
• Password = password
To log into the sample Customer Access site, use the sample
Address Book contact, Mary Smart of Acme Tool Co.:
• User ID = mary
• Password = password
Customer or Partner Access opens.
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Application Settings for Web Access Sites
The XML-formatted Web.config file, stored in the ...\Program
Files\Maximizer\Portals\<site> folder, is the key to configuring the sites and any other ASP.NET web application.
You can edit this file using Windows Notepad or another text editor.
For Windows 2008 Server or later, you can also edit the settings in
Internet Information Services (IIS) Manager on the ASP.NET tab of the site’s properties.
The settings that control the Outlook integration options for Web
Access are located in a Web.config file in the services folder
(...\Program Files\Maximizer\Portals\Employee\Services\). The only settings that apply to the Web Access Outlook integration are the maximum request length and timeout settings in the “httpRuntime” element.
The Partner Access and Customer Access sites are configured to connect to a single Address Book each. Which Address Book the site connects to is defined in a file called Web.config, which is located in the root folder of the Partner and Customer folders (which are located in ...\Program Files\Maximizer\Portals\). Initially, the
Web.config file is configured to connect to the Escona Tutorial sample Address Book. Before you deploy Partner Access or Customer
Access, you must update the Web.config file for your Address Book.
After you have deployed Maximizer Web Access, Mobile Access,
Customer Access, or Partner Access for your Address Book, you can make further changes to the Web.config file at any time. You are not required to restart the IIS service for changes to take effect.
➤
To configure the external site application settings
Browse to the Web Access folder where you have installed
Maximizer Components for Microsoft IIS (...\Program
Files\Maximizer\Portals\<site>\).
Open the Web.config file in the Employee, Customer, Partner, or
Wireless folder. Note that the following application settings do not apply to all web access sites.
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Site Application Settings <appSettings>
It is optional to change these application settings with the exception of the Enabled setting. This value must be set to true in order make the site accessible.
You can update any of the site application settings values if they appear under the appSettings parent node. The settings that appear in the Web.config file are dependant on the Web Access application that it is associated with.
Child Description
<add key="AddressBook" value="name" />
<add key=
”AddressBookColumnSetup” value=”user/Address Book window column setup name” />
<add key=“AlarmCheckPeriod_
Seconds” value=“x”>
<add key=“EmailAttachmentLimitSize
InKB” value=“x”>
The name is the true name of the
Address Book. See ‘AddressBook” on page 194.
Specifies a specific column setup to be used for the Address Book page in Mobile Access.
Only the first two columns of a column setup can be displayed
(from left to right). The user specified in this setting is the creator of the column setup. This setting is optional.
The site will check for alarms every x seconds.
Sets the largest allowable email attachment size to be x KiloBytes.
The default is 1024 KB but this limit can be increased if necessary.
Note that if you increase the attachment size limit above 4096
KB, you must also increase the
“maxRequestLength” setting on the “httpRuntime” element by a corresponding amount.
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Child Description
<add key=”AllowUnsupportedBrowse rsWithWarning” value=”True”>
<add key=
“AlternateRequiredCategory” value=“”>
<add key=“Context” value=”MA_PARTNER”>
<add key=
"CSCaseColumnSetup" value="user/Customer Service window column setup name" />
<add key=
“DefaultAddressBook” value=“name” />
This setting allows users to log in to Maximizer Web Access with unsupported web browsers, such as Apple Safari. Users are prompted with a warning message when they first log in to
Maximizer Web Access with unsupported browsers. You can change the value to “False” to block users from accessing
Maximizer Web Access with unsupported web browsers.
Note that Maximizer Software recommends that users access
Maximizer Web Access only with supported web browsers. You can access the current list of supported browsers on our website.
By default, to access Partner
Access or Customer Access, an entry must have a category of
Partner or Customer, respectively.
This setting specifies an alternative category. See
‘AlternateRequiredCategory” on page 194
The only difference between the default Partner Access site and the default Customer Access site is the value in the Context key. See
Specifies a specific column setup to be used for customer service cases. Only the first two columns of a column setup can be displayed (from left to right). The user specified in this setting is the creator of the column setup. This setting is optional.
The name is the true Address Book name, rather than the “friendly” name, meaning it does not contain spaces or special characters.
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Child
<add key=”Enabled” value=“true”>
<add key=
"EnableOutlookIntegration" value="true" />
<add key=
"EnableRecordLocking" value="true" />
<add key=
"EnableWordIntegration" value="true" />
<add key=”JavaMaxRecToRetrieve” value=”200”>
<add key="MaximizerMobileRedirect
URL" value=""/>
Description
By default, sites are disabled, and you must change the Enabled setting to “true” before you can use the sites.
Setting Enabled to “false” instantly stops new visitors to the site from being allowed to log in, while allowing already-logged-in visitors to continue with their session.
The value must be set to true to enable Microsoft Outlook integration with Maximizer Web
Access. Note that this integration applies to Outlook 2003 and higher.
EnableOutlookIntegration” on page 195
Enables record locking for Address
Book entries in Maximizer Web
Access to prevent two or more people from modifying an entry at the same time. Change the value to “false” to disable record locking.
The value must be set to true to enable Microsoft Word integration with Maximizer Web
Access. Note that this integration applies to Word 2003 and higher.
EnableOutlookIntegration” on page 195
The maximum number of records
(Address Book entries, opportunities, customer service cases, notes, or documents) to retrieve in a list in Mobile Access.
The default value is 200, but you can change this setting to display more or fewer entries in a list.
Redirects mobile device users to the specified URL.
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Child Description
<add key="MobileUserAgent" value=""/>
Lists the HTTP user agent values for mobile web browsers. Users who visit the site from these web browsers are automatically redirected to the Mobile Access
URL specified in the
MaximizerMobileRedirectURL key.
The site will check for notifications every x seconds.
<add key=
NotificationCheckPeriod_
Seconds” value=“x”>
<add key=
“OpportunityColumnSetup” value=”user/Opportunity window column setup name” />
<add key=
”ShowAllPhoneNumberAndEma il”value=”false” />
<add key=“SubContext” value=
“name”>
Specifies a specific column setup to be used for Opportunities in
Mobile Access.
Only the first two columns of a column setup can be displayed
(from left to right). The user specified in this setting is the creator of the column setup. This setting is optional.
This setting can be set to true and it is an optional setting. All phone numbers and email addresses are displayed in the appointment dialog box if this is set to true.
The SubContext key is provided to implement more than one of a certain type (context) of site. See
Context
The only difference between the default Partner Access site and the default Customer Access site is the value in the Context key. The two possible values for this key are MA_PARTNER and MA_CUSTOMER.
This key determines the following settings:
• The default graphic for the main login page can be replaced
• The groups controlling access to the administration-side of the sites (Customer Access Administration Users / Partner Access
Administration Users and Customer Access Configuration Users /
Partner Access Configuration Users)
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• The default name of the site —“Partner Access” and “Customer
Access”. These names can be overridden with the Name setting under General Settings in the Configuration Manager.
• The default name of the type of user accessing the site. For example, when logged into Partner Access, Paul Samson could expect to see “Partner: Paul Samson” at the top of the screen.
This name may be overridden with the Name setting under
General Settings in the Configuration Manager.
SubContext
The SubContext key is provided to implement more than one of a certain type (context) of site. Application settings within an external site’s Configuration Manager are stored in the Address Book (in the
ADMN_Config table) referencing the site’s Context and SubContext keys.
If you would like two Customer Access sites, each with their own application settings, you would give both instances a Context value of MA_CUSTOMER, but make sure each instance has a different
value for SubContext. For example, give one a value of WINE and one a value of BEER if you were in the business of selling both products but wanted a different site for each customer base.
If, however, you were setting up the application across two servers in a load-balancing scenario, you would give each version of the application the same value for SubContext because you’d want each instance to share one set of application settings.
AddressBook
The AddressBook key must be set with the database name of the
Address Book to use for this site. Note that this is not the friendly name for the Address Book set in Administrator to reference the
Address Book but the actual SQL database name. It makes a specific
Address Book accessible for customers and partners and it must be set to enable the sites for access.
AlternateRequiredCategory
In Maximizer CRM, membership in a segment of the Address Book is specified using an Address Book entry’s Category field. By default,
Partner Access requires accessing visitors to have a Category of
Partner, and Customer Access requires accessing visitors to have a
Category of Customer. These defaults may be overwritten, however, by setting a different value in the AlternateRequiredCategory key.
The company implementing Beer Customer Access and Wine
Customer Access would add items for each site to the Category field
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in Maximizer, and then reference the required item’s name in the
AlternateRequiredCategory key for each site.
EnableWordIntegration/EnableOutlookIntegration
If the Word or Outlook integration is enabled, users can set up the integration directly from Maximizer Web Access. The setup involves downloading Active X controls, which may be disallowed on some networks. To disable Word or Outlook integration, change the value to “false”.
Session State Storage Options <sessionState>
By default, the web access sites are configured to store session identifiers in a cookie and to use a timeout value of 20 minutes.
Maximizer ships Mobile Access, Customer Access, and Partner Access with a sessionState element containing default values. You can modify the value of the “timeout” attribute to set a different timeout value, in minutes, for the site.
Maximum Request Length and Timeout Options <httpRuntime>
The maximum request length and timeout options on the
“httpRuntime” element control the maximum size and duration of requests that will be accepted by the IIS server. These settings take precedence over any application settings related to upload file sizes, and must be increased by a corresponding amount when increasing the value of other settings like the maximum email attachment size, for example.
Option
maxRequestLength
Description
The value following maxRequestLength is the size, in kilobytes, of the largest email
(including the size of all attachments) that can be saved. It is advisable to set this number to twice the desired maximum size, since temporary encoding can require a larger request size. For example, if your email system allows attachments up to 20 MB in size, set maxRequestLength to
"40000" to allow the largest emails to be saved.
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Option
executionTimeout
Description
The value following executionTimeout is the maximum number of seconds a request to save an email is allowed to take before an error occurs. The default is 10 minutes (600 seconds).
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Web Access Users and Security Groups
The following sections describe how to configure users in Maximizer to access web access sites:
•
“Web Access Security Groups” on page 197
•
“Web Access Users” on page 200
Web Access Security Groups
The Company Announcements
Authors security group does not apply to sites.
Every Address Book contains several web-access-related security groups, which are described in the following table. The MASTER user belongs to these groups by default, but you can add additional users to each group as required.
Every security group has a name and an ID. Changing the name has no effect on the group functionality. However, you cannot change the group ID. If you ever need to recreate these security groups, it is imperative that you use the correct security group IDs (the group name is irrelevant).
To be able to access Customer or Partner Access Administrator, a user must belong to at least one of the Administration Users or
Configuration Users security groups for that site.
Security Group Name
Customer Access Admin
Users
Group ID
C_ADM
Customer Access Config
Users
C_CFG
Maximizer Web Access
Admin Users
Partner Access Admin
Users
Partner Access Config
Users
EMPADM
P_ADM
P_CFG
Enables group members to access the...
News Manager section of
Customer Access
Administrator
Configuration Manager section of Customer Access
Administrator
Edit section of Maximizer
Web Access, where the user can update external links
News Manager section of
Partner Access
Administrator
Configuration Manager section of Partner Access
Administrator
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To add a user to a site security group
In Administrator, select File > Security Groups and Teams.
Select the security group, and click Properties.
Set the appropriate Access Settings for the group members.
Click the Members tab.
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Select a member to add to the group, and click Add. Repeat this process for all members to add to the group.
– or –
Click Add All to add all users to the group.
Click OK to close dialog boxes.
Repeat this procedure to add users to the other site security groups.
The selected users can now log into the site and access the functions available to their security group(s).
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Web Access Users
Address Book users are enabled to access the web access sites by default. However, you can change user access to sites in the user’s general properties if required. The “Web Access” access right in User
Properties applies to all sites.
➤
To set web access rights
In Administrator, select File > Manage Users.
Select the Maximizer user, and click Properties.
In the Module Login section (bottom right), select Web
Access.
From the drop-down list, select Enabled or Disabled.
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Maximizer Web Access
Maximizer Web Access settings follow the Maximizer
Address Book settings in
Administrator.
Maximizer Web Access is functional automatically for all Address
Books. Anybody with a user account for that Address Book can access it immediately, provided that the IIS Server is running and the “Web
Access Login” right has not been disabled in the user’s account. (For more information about the “Web Access Login” right, refer to
“Web Access Users” on page 200.)
On the IIS Server, you can access the sites from the Windows Start menu (Start > Programs > Maximizer CRM > Web Access). Other computers can access Maximizer Web Access with the following URL
(unless it has been changed from the default): http://<IIS_Server_Name>/MaximizerWebAccess/Default.aspx
The following sections contain information specific to Maximizer
Web Access:
•
“Creating External Links in Maximizer Web Access” on page 201
•
“Passing a Search String Parameter to the Login Page” on page 202
•
“ActiveX Controls in Maximizer Web Access” on page 203
Creating External Links in Maximizer Web Access
To customize external links available on Maximizer Web Access, you must log into the site as the MASTER user, or as a user who belongs to the Maximizer Web Access Administration Users security group.
(For information on this security group and how to add users to it,
refer to “Web Access Security Groups” on page 197.)
➤
To create external links on Maximizer Web Access
Log into Maximizer Web Access as MASTER or as a user who belongs to the Maximizer Web Access Admin Users security group.
In the left navigation pane, hover your mouse over Links, and select Edit from the pop-up window.
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In Maximizer Web Access, an external link must be a URL.
Add, edit, or remove any groups or links as desired.
Click Close to finish.
The External Links section of the Maximizer Web Access main page now reflect the changes you just made.
Passing a Search String Parameter to the Login Page
You can pass a search string parameter to the login page to display a search after logging in to Maximizer Web Access. The Address Book page is opened directly after successfully logging in—the My Work
Day page and the Choose Address Book List dialog box is bypassed.
➤
To add a search string parameter to the Login Page
Append the Maximizer Web Access URL with the search string parameter. Note that the search string must be URL encoded.
Following are some examples of the search string that you can use in the URL:
• To retrieve a Favorite List from the Address Book
http://[server name]/MaximizerWebAccess/ default.aspx?ss=FLIST%28[Favorite list key]%29 e.g., http://[server name]/MaximizerWebAccess/ default.aspx?ss=FLIST%288cFOcdn15sZIuP9HO7lucIrMRGl892Gp
%29
The above search retrieves the “All entries in Escona” Favorite
List in the Escona Tutorial Address Book.
• To retrieve a particular company and its associated contacts from the Address Book
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http://[server name]/MaximizerWebAccess/ default.aspx?ss=EQ%28ClientID%2c[Identification]%29
Note that the [Identification] can be found in Properties of the
ABEntry > Identification.
e.g. http://[server name]/
MaximizerWebAccess?ss=EQ%28ClientID%2c37266200083%29
A simple way to build your search string is by copying the search source code from Maximizer Web Access directly following a search performed in the Address Book page.
➤
To use source code from Maximizer Web Access
Perform a search in Maximizer Web Access.
Immediately following the search, right-click in Internet
Explorer, and choose View Source.
Copy the first line of source code shown at the top of the window prefixed by http://[server name]/
MaximizerWebAccess?ss= as shown above in the examples.
For more information on Maximizer search string language, refer to
“Search String Language” on page 378.
ActiveX Controls in Maximizer Web Access
Maximizer Web Access uses an ActiveX control for its integrations with Microsoft Office products, including Microsoft Word, Microsoft
Excel, and Microsoft Outlook. These integrations are supported only in Microsoft Internet Explorer.
If your web server configuration includes a firewall, you may need to configure the firewall to allow the MaThinIEActiveX.ocx file to be downloaded from the server. The MaThinIEActiveX.ocx file is an
ActiveX control used to run the Export to Excel command and to install the Word and Outlook integrations in Maximizer Web Access.
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Maximizer Web Access Administrator
For login information, go to
“Escona Tutorial Maximizer
Web Access Administrator” on page 208.
Use Maximizer Web Access Administrator for the following tasks:
• Create and configure Address Books
• Manage users, sales/marketing teams, and security groups
• Manage Maximizer application settings
You can access Maximizer Web Access Administrator from Maximizer
Web Access. You can also enter the Maximizer Web Access
Administrator URL directly in a web browser. Only administrators can log in to Maximizer Web Access Administrator.
➤
To log in to Maximizer Web Access Administrator
Enter the Maximizer Web Access URL in a web browser:
By default, the URL is in the form: [server]/
MaximizerAdministrator.
– or –
From Maximizer Web Access, in the left pane, hover your mouse over Administration, and select Administrator from the pop-up.
If necessary, select the Address Book, enter the User ID and password of an administrator, and click Log In.
If you are access Maximizer Web Access Administrator from
Maximizer Web Access, you are automatically logged in to the
Address Book.
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Mobile Access
As with the other sites, Mobile Access is installed automatically when you select the Maximizer Components for IIS option in the Server
Components screen of the Maximizer installation. You must then
browser. By default, the Mobile Access URL is in the following form:
<Server Name>/MaximizerMobileAccess e.g., http://mobile.maximizer.com/MaximizerMobileAccess
The following sections contain information specific to Mobile Access:
•
“Supported Browsers for Mobile Access” on page 205
•
“Configuring Automatic Redirection to Mobile Access” on page 205
•
“Limiting the Number of Entries Displayed in Mobile Access” on page 206
•
“Specifying the Mobile Access URL for Integration” on page 207
Supported Browsers for Mobile Access
The following web browsers are compatible with Mobile Access:
• BlackBerry web browser
• Apple Safari
• Android web browser
Visit Maximizer’s website at www.maximizer.com for the most up to date list of supported browsers.
To use the full functionality in Mobile Access, users may need to configure their browsers in the following ways:
• Enable JavaScript.
• Enable browser cookies.
Configuring Automatic Redirection to Mobile Access
You can set up automatic redirection from Maximizer Web Access to
Mobile Access. When users access Maximizer Web Access from a mobile web browser associated with a specified mobile user agent, they are redirected to the Mobile Access URL.
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➤
To configure automatic redirection for mobile users
Open the web.config file for Maximizer Web Access.
The file is stored in the following folder:
...\Program Files\Maximizer\Portals\Employee
In the <appSettings> section, locate the
MaximizerMobileRedirectURL key.
Next to value, enter the Mobile Access URL between the quotation marks.
Locate the MobileUserAgent key.
If necessary, next to value, modify the list of user agents that are redirected to Mobile Access.
The major mobile browsers are included in the list by default.
Save the changes to the web.config file.
Limiting the Number of Entries Displayed in Mobile Access
In the Mobile Access web.config file, you can specify the maximum number of entries retrieved in lists. The default value is 200, but you can change this setting to display more or fewer entries in a list. The setting affects lists of Address Book entries, opportunities, customer service cases, notes, and documents.
➤
To change the maximum number of entries displayed in lists
Open the Mobile Access web.config file.
The file is stored in the following folder:
...\Program Files\Maximizer\Portals\Wireless
In the <appSettings> section, locate the
JavaMaxRecToRetrieve key.
Next to value, enter the maximum number of entries between the quotation marks.
Save the changes to the web.config file.
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Specifying the Mobile Access URL for Integration
You can specify the Mobile Access URL in Administrator to ensure the site is available for integration with other programs. As well,
Maximizer users can access the Mobile Access URL from the Start menu.
You must specify the URL in every Address Book that uses Mobile
Access.
Note that in previous versions of Maximizer, Mobile Access was named Wireless Access. The default name of the Mobile Access virtual directory and the default URL have also changed. If you are upgrading from a previous version of Maximizer and you keep the default virtual directory, you should update the Mobile Access URL specified in Administrator.
➤
To specify the Mobile Access URL in Administrator
Open Administrator and log in to the Address Book.
Select File > Web Access.
Next to Mobile Access URL, enter the URL.
By default the URL is in the form http://[server]/
MaximizerMobileAccess.
Click OK.
If necessary, repeat this procedure for any other Address Books that use Mobile Access.
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Customer Access and Partner Access
Unlike Maximizer Web Access, you must enable Customer Access and
Partner Access yourself.
➤
To enable and configure Customer Access or Partner
Access
Add administrators to the appropriate Security Groups in
Administrator, as described in “Adding Users to Site Security
Ensure the Web Access Login right is enabled for any users who will access the site. (This right is enabled by default. For
further information, refer to “Web Access Users” on page 200.)
Customize the Web.config file for the site, as described in
“Application Settings for Web Access Sites” on page 189.
Customize the graphic on the main site page. Typically, you would replace it with your company’s logo. For instructions on
changing this graphic, refer to “Customizing the Graphic on the
Assign a URL to the site, as described in “Determining External
Enable any site configuration options as desired, as described
in “Configuring Site Options” on page 211.
Assign Contacts and/or Individuals the status of Customer or
Partner in the Category field as part of the entry’s basic
information, as described in “Setting Up Business Partners and
Give business partners and customers access using the External
Introduction to Customer and Partner Access Administrator
Consisting of both the News Manager and the Configuration
Manager, Customer/Partner Access Administrator is part of each instance of a Partner or Customer Access site and provides a way for administrators to complete the following tasks:
• turn site sections on and off
• specify the properties of generated emails
• specify the name of the site
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• add and modify news items
The options available in Customer and Partner Access are primarily the same.
The main page of Customer/Partner Access Administrator contains one or both of the following links, depending on which site security groups you belong to:
• News Manager – This link is available if you are a member of the Customer Access Administration Users or Partner Access
Administration Users security group for the selected site type.
• Configuration Manager – This link is available if you are a member of the Customer Access Configuration Users or Partner
Access Configuration Users security group for the selected site type.
You can also click the View Customer/Partner Access Site link in the upper-right corner of the screen to view the site itself, rather than the administrator.
For more specific information about Customer/Partner Access
Administrator, open it and click Help.
Adding Users to Site Security Groups
The default configuration for Customer and Partner Access allows any Maximizer user to access Customer/Partner Access Administrator if they have rights to the section granted through Security Groups.
Use the File > Security Groups and Teams dialog box in Administrator to control user access. Site security groups function in the same way as general Maximizer security groups. For more detailed information
about site security groups, refer to “Web Access Security Groups” on page 197.
Determining External Site URLs
You must configure the external sites before these
URLs are enabled for the
Address Book as described in the previous section.
Once you have configured the database and enabled both Partner
Access and Customer Access for an Address Book, the sites are available for use through the URLs. Maximizer Web Access requires no additional configuration for use with an Address Book.
The default URLs are listed below, although you can change them as necessary. To determine the URL for a site, substitute your IIS Server name for [YourServerName].
• Maximizer Web Access URL
http://[YourServerName]/MaximizerWebAccess/Default.aspx
• Customer Access URL
http://[YourServerName]/MaximizerCustomer/Default.aspx
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• Partner Access URL
http://[YourServerName]/MaximizerPartner/Default.aspx
• Customer Access Administrator
http://[YourServerName]/MaximizerCustomer/Admin/
Default.aspx
• Partner Access Administrator
http://[YourServerName]/MaximizerPartner/Admin/Default.aspx
Accessing Sites from the Start Menu
To access your sites through the Maximizer CRM program Start menu, enter your URLs in the Sites dialog box in Administrator.
➤
To set up access for the sites from the Windows
Start menu
In Administrator, select File > Web Access.
Enter the URLs for sites in the corresponding fields.
For example, for Partner Access Administrator, you would enter the following in the Partner Access URL field: http://[YourServerName]/MaximizerPartner/Admin.aspx
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Configuring Site Options
Use the Configuration Manager to set preferences for the sites such as Address Book, calendar of events, customer service, forgotten credentials recovery, general settings, help, knowledge base, leads, links, news, opportunities, personalization, and quick info.
To access the Configuration Manager, you must be a member of the
Customer or Partner Access Configuration Users security group.
When you log into Customer/Partner Access Administrator, you will see a Configuration Manager link.
For information about each of the configuration options, open
Customer/Partner Access Administrator and click Help.
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Setting Up Business Partners and Customers
Start Maximizer and create Address Book entries for all the business partners and customers who need to access the sites. Each customer and partner must be set up as follows:
• Be a Contact or Individual in Maximizer
• Have an assigned email address in Maximizer
• Have “Partner” and “Customer” as the assigned value in the
Category field, which is in the Contact Details section of the entry’s basic information tab
• Have at least one entry in the Partner Interests or Customer
Interests user-defined field if you would like only certain new items to appear by default
Set up a test account for yourself so you can log into the site as a business customer and partner and confirm that everything is working correctly. Do this by creating an Individual record with your name, email address, and the selected values of Customer and
Partner for the Category field on the entry’s Basic Information tab.
➤
To enable Address Book entries to access the site
Run Maximizer and open the Address Book entry for the Contact or Individual for whom to create a site login account.
Ensure that the Contact or Individual’s correct email address is entered in the Email address field.
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Select the checkbox beside either the Customer or Partner category, and click OK.
If you select Customer, the Contact or Individual will be able to log into Customer Access.
If you select Partner, the Contact or Individual will be able to log into Partner Access.
The selected category now appears in the Category field of the
Basic Information tab.
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Click OK to close the Address Book entry.
Repeat this procedure to enable any other Address Book entries to access the sites.
After you have completed this procedure, you must provide the customer or partner with a site PIN, which enables them to register and log into the site.
Assigning Site Login PINs to Contacts and Individuals
You provide each business customer and partner with a PIN. The PIN works only once. Each customer or partner can set up only one web account. Site PINs and logins are shared for both Partner Access and
Customer Access.
Login PINs are created by a Maximizer merge field called External
Site PIN. The values of the External Site PIN merge field are generated when you do a merge to print, email, or fax in the
Maximizer Word Processor or when you generate an automated activity for an automated campaign.
For more information about the Maximizer Word Processor and merge fields, refer to the
Maximizer CRM User’s Guide .
➤
To send Site PINs by mail, email, or fax
In Maximizer, on the Tools tab, select Maximizer Editor from the Other group to open the Maximizer Word Processor.
Create a template for the email message that goes out to customers or partners to inform them of their Site PIN, which is required to access the sites.
Click the Merge Field button to enter any merge fields.
You must include the External Site PIN merge field to send it to customers or partners, so they can create their login accounts.
You can include any content in the merge document such as the URL for the site. If you are using email, the URL can be formatted as an HTML link.
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Save the document as an email template.
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You can generate PINs for a whole list of entries or just the current entry.
Select File > Merge > to Printer, to Email, or to Microsoft
Fax.
Specify your desired options, and click OK.
The available merge options depend on which merge destination you chose in the previous step.
An assigned PIN appears in each merge document or email you create.
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Click Send or Print to view each email or document before you send or print it.
– or –
Click Send All or Print All to send or print all emails or documents at once, without previewing them individually.
If you are sending by email, the Compose Email Message dialog box opens. Enter a subject in the Subject line, and click Send.
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For more information on creating automated campaign templates, refer to the
Maximizer CRM User’s Guide and online help files.
– or –
If you are printing documents, the Windows Print dialog box opens.
When the Customer or Partner receives the site PIN, he or she can go to the site login page, and click Register now to activate the login account.
➤
To activate a site login PIN through an automated campaign activity
• When setting up your automated campaign template, use the
External Site PIN merge field in one of the automated campaign activities.
➤
To open the main site for Partner Access or
Customer Access
Set up a site PIN for yourself and activate a login.
Log into either Partner Access Administrator or Customer Access
Administrator.
Click the View Partner/Customer Access Site link to see the main web access sites.
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Activating a Login Account
The following procedure explains the steps for the business customer or partner to activate a login account with the provided PIN.
See “Determining External Site
information on the site URLs.
➤
To activate a login account
Open Customer Access or Partner Access using the provided URL.
At the Login screen, click the Register now link.
The registration page opens.
Enter your last name, email address, PIN, user ID, and password.
The Customer or Partner Access page displays.
Removing Web Access
To block access to Customer or Partner Access for a business customer or partner who currently has access, start Maximizer, locate the
Address Book entry, and remove the Customer or Partner value from the Category field.
Retrieving a Forgotten Password
For this feature to work, the
Forgotten Credentials
Recovery configuration must have been set up previously in
Customer/Partner Access
Administrator.
A customer or partner who forgets a password can use the
“Forgotten Login Credentials” link to load a page that asks for an email address and last name or user ID. The customer or partner then receives the password by email.
Changing a Password
Partners or customers can change their password from inside the site any time they want (if you enable that feature through the
Personalization link in Configuration Manager). All passwords are encrypted; your Maximizer users do not have access to passwords.
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Advanced Site Configurations
This section describes the following additional site customizations:
•
“Customizing the Graphic on the Site Main Page” on page 219
•
“The sections.xml File” on page 220
•
“The followingWindowSets.xml File” on page 221
•
“Displaying Custom System Messages” on page 222
•
“Adding Custom Actions to the CustomActions.xml File” on page 224
• “Creating Custom Links to External Websites” on page 227
•
“Specifying the Address Book on the Site Login Screen” on page 228
•
“Globalization of Sites” on page 229
•
“Configuring Multiple IIS Servers to Connect to a Single
Maximizer CRM Server” on page 230
•
•
“Installing Sites to Non-Default Folders” on page 231
•
“Setting Up Multiple Customer or Partner Sites” on page 232
•
“Creating a Custom Case Wizard for Partner Access” on page 237
Customizing the Graphic on the Site Main Page
With the exception of the contents of the
\CustomGraphics folder, you should not modify application files, including graphics.
You can replace the default graphic on the site main page with your own custom graphic. This procedure applies to all sites.
➤
To customize the graphic on the site main page
Create a graphic that is 280 pixels wide by 130 pixels in height and save it as LoginCorporate.gif.
Copy the graphic file to the appropriate folder:
...\Program Files\Maximizer\Portals\<site>\CustomGraphics\
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The sections.xml File
The sections.xml file contains information on modules that are available to users in Maximizer Web Access and the other web access sites such as Partner Access. By editing the sections.xml file, you can add, disable, or change the default order that the modules appear.
The sections.xml file is located on the machine where the Maximizer
Components for IIS are installed, at the following path:
\\Program Files\Maximizer\Portals\<site>\Config\sections.xml
Disabling Modules in Sites
Always back up the sections.xml file before making any changes.
You can disable specific modules in the web access sites. The sections.xml file determines what modules are displayed in the site.
The easiest way to disable a module is to comment out the shortcut element for that module in the sections.xml file. The shortcut element will remain in the file, but it will be enclosed between XML comment tags and ignored by Maximizer.
➤
To disable a module in a site
Open the site’s sections.xml file in a text editor such as
Notepad.
Locate the shortcut element containing the module.
The name of the module, as it appears in Maximizer, is displayed between the title tags in the shortcut element.
Add an opening comment tag, <!--, before the shortcut opening tag, <shortcut>.
Add a closing comment tag, --!>, after the shortcut closing tag,
</shortcut>.
Save the file.
The following example shows comment tags around the opportunities shortcut element. In this example, the opportunities module would be disabled on the site.
<!--
<shortcuts>
<id>opp</id>
<title>Opportunities</title>
<image>opportunity</image>
<module_id>0<module_id>
<url>/Content/Opportunities.aspx</url>
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-->
<external>No</external>
<has_grid>Yes</has_grid>
</shortcuts>
Changing the Order of Modules in the Icon Bar
In Maximizer Web Access, you can define the icons and the default order that they appear in the icon bar by modifying the sections.xml file. Users will only see the icons for the modules that they have the rights to view.
The easiest way of doing this is copying the module section of the module you want to move (the code surrounded by the <shortcut> tags) and pasting it between other module sections.
If the order of the icons has been changed by a user in the Icon Bar
Properties dialog box (in Maximizer Web Access, from the top right corner, select preferences), the new order is saved in the
ADMN_Config table where the TaskCode = the user’s ID and the
KeyCode = IconBarButtonOrder. If modules are hidden in the Icon
Bar Properties, references to the hidden modules are saved in the
ADMN_Config table where the TaskCode = the user’s ID and the
KeyCode = IconBarButtonHide.
The followingWindowSets.xml File
The followingWindowSets.xml file contains information on following windows that are available to users in Maximizer Web
Access and the other web access sites such as Partner Access. By editing the followingWindowSets.xml file, you can change the name
(title) of a following window or disable a following window entirely.
The followingWindowSets.xml file is located on the computer where the Maximizer Components for IIS are installed, at the following path:
\\Maximizer\Portals\<site>\Config\followingWindowSets.xml
Renaming or Disabling Following Windows in Sites
You can rename or disable specific following windows in the web access sites.
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Always back up the followingWindowSets.xml file before making any changes.
➤
To rename or disable a following window
Open the site’s followingWindowSets.xml file in a text editor such as Notepad.
Locate the following window element.
The name of the following window, as it appears in Maximizer, is displayed between the title tag.
Adjust the tags as necessary to rename or disable a following window, as follows:
<title> - contains the name of the following window
<url> - contains the ASPX file that is displayed when a user selects this following window
<visible> - the value of yes is specified to display the following window and the value no is specified to disable or hide the following window
Save the file.
In the following example, the Contacts following window is renamed to People.
<tab id="contacts">
<title>People</title>
<url>fwContacts.aspx</url>
<visible>Yes</visible>
</tab>
Displaying Custom System Messages
You can create custom system messages that are broadcast to all
Maximizer Web Access users. System messages display across the top of web access pages. They can include two lines of text and a hyperlink. The properties of a message are specified in the
SystemMessages.xml file. The file specifies the content of the message, the appearance of the message, and the start and end date/ time that the message is displayed.
➤
To display a custom system message
Open the site’s SystemMessages.xml file in a text editor such as Notepad.
The file is located on the Maximizer server at the following path:
C:\Program Files\Maximizer\Portals\Employee\Config\
SystemMessages.xml
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Use the XML tags in the bottom part of the SystemMessages.xml file to specify the properties of the system message. The top part of the file explains the role of each set of tags. The bottom part of the file contains the actual tags that are used.
For descriptions and examples of each element, see “Elements in
SystemMessages.xml File” and “Example SystemMessages.xml
Between the Enabled tags, replace False with True. The line in the file should be <Enabled>True</Enabled>.
Save the file.
Elements in SystemMessages.xml File
The SystemMessages.xml file contains one <SystemMessages> element, which in turn contains one <SystemMessage> element. This element determines the properties of the message.
The following table describes each of the sub-elements in the
<SystemMessage> element.
Element Description
<HeaderLine1> Bolded text at the beginning of the first line
<TextLine1> Plain text placed at the end of the first line.
<TextLine2>
<Hyperlink
Text>
Plain text placed at the beginning of the second line.
Text for a hyperlink placed at the end of the second line.
<HyperlinkUrl> The URL for the hyperlink.
<Background
Color1>
The background color of the message.
<StartDate>
<EndDate>
<Enabled>
The start date and time in the format yyyy-mm-dd hh:mm. If specified, the message is displayed only after this date and time.
The end date and time in the format yyyy-mm-dd hh:mm. If specified, the message is displayed only before this date and time.
True means the system message will display if at least one text element has a value and the current date/time is within the start and end date/time values.
False means the system message will not display regardless of the other elements.
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Example SystemMessages.xml File
The following example shows the content of the <SystemMessages> element:
<SystemMessages>
<SystemMessage>
<HeaderLine1>Notice</HeaderLine1>
<TextLine1>Maintenance to phone lines</TextLine1>
<TextLine2>The phone lines will be out of service between 4:00 and 5:00 pm this evening.</TextLine2>
<HyperlinkText>More info.</HyperlinkText>
<HyperlinkUrl>http://Server/Maintenance</HyperlinkUrl>
<BackgroundColor1>Yellow</BackgroundColor1>
<StartDate>2011-11-10</StartDate>
<ExpiryDate>2011-11-10 17:30</ExpiryDate>
<Enabled>True</Enabled>
</SystemMessage>
</SystemMessages>
The example displays a message alerting Maximizer Web Access users that phone lines are out of service. The message is displayed only on the specified day until 5:30 pm.
Adding Custom Actions to the CustomActions.xml File
The Address Book, Customer Service, and Opportunities pages, along with the Details tab in the Address Book following pane and the read-only Address Book dialog in Maximizer Web Access each contain an Actions menu, and you can add custom action commands to those menus. Clicking on a custom action in the menu will open a custom dialog box created by you, in which you can display information about the current record, selected records, or all records in the list. You can add as many custom actions as you want to the
Actions menu.
To enable Maximizer Web Access to register and recognize your custom actions, you must add information to the CustomActions.xml file. The file identifes which custom actions are enabled and defines specifics about the dialog box. The file is located in the
<portal_root>\Config\ folder.
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If the XML is not well-formed, no custom actions will appear, and no error messages will appear.
Element Tag
<id>
<CustomAction>
The file contains four sections, one for each page (Address Book,
Campaigns, Customer Service, and Opportunities). Each section contains the following XML elements.
Description
Identifies which page the custom action is for (ab = Address Book, cam = Campaigns, cs = Customer Service, and opp =
Opportunities). Do not change the value of this element.
Defines what page should be called when a user clicks a the custom action in the Actions menu.
Element Tag
<ID>
<Title>
<Url>
<MergeURL>
<Width>
<Height>
<DisabledIfNo
Records>
<Resizable>
<Scrollable>
<ShowLocation>
The following table describes each of the sub-elements in the
<CustomAction> element.
Description
Unique ID of the menu command.
Can be any value, but must be unique within the <Page> element.
Menu command title as it will appear in the Actions menu.
Name of the file that will appear in the pop-up dialog box after the command is called by a user. This file must reside in
<portal_root>\Dialogs\CustomDialogs\.
Custom URL containing a merge field from Maximizer.
Width of the pop-up dialog box, in pixels.
Height of the pop-up dialog box, in pixels.
Defines whether the custom Action menu command will be disabled when there are no entries displayed in the grid on the page. Must have a Yes or No value.
Determines if the custom window can be resized. Must have a Yes or No value.
Determines if the custom window can be scrolled. Must have a Yes or No value.
Determines if the custom action URL should be opened in a new browser window/tab or not. Must have a No or blank value. If the value is No, the URL will be opened in a pop-up window. If the value is blank, the URL will be opened in a separate browser window or tab.
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Example of the CustomActions.xml File
<?xml version="1.0" encoding="utf-8" ?>
<!--
ConfigActions.xml
===================
This file manages custom actions.
Sample:
=======
<CustomAction>
<ID>CA_id</ID> : Must be unique
<Title>Custom Action...</Title>: As it will appear in the Actions menu
<Url>c.aspx</Url> : Must exist in
<EmployeePortalRoot>\Dialogs\CustomDialogs\ folder
<MergeUrl>No</MergeUrl> : Must be Yes or No
<Width>800</Width>
(width in pixels)
: Must be a number in pixels)
<Height>200</Height> : Must be a number (height
<DisabledIfNoRecords>Yes</DisabledIfNoRecords>:
Must be Yes or No
<Resizable>No</Resizable>: Must be Yes or No
<Scrollable>No</Scrollable>: Must be Yes or No
<ShowLocation>No</ShowLocation>: Must be No or blank
</CustomAction>
Creating Custom Links to External Websites
You can create custom links in the CustomActions.xml file to external websites that include merge fields from Maximizer. The custom URLs are then accessible from the Actions menu in Maximizer Web Access.
This allows a user to link to a web page based on the contents of the current record. For example, you could include the “city” merge field as part of the external link URL and based on the city contained in the record, information related to the associated city would be shown in the web page.
Note the URLs must be encoded. Different types of encryption are supported for passing parameters to URLs.
To create a custom link with a merge field, add the custom link information to the CustomActions.xml file. See the following example of a CustomActions.xml file for more information.
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Example of an Integration with a Wikipedia Search
<CustomAction>
<ID>CA_id</ID>
<Title> Wikipedia...</Title>
<Url>http://en.wikipedia.org/wiki/
[EncodingStartSpaceAsUnderscore] [C.CompanyName]
[EncodingEnd]</Url>
<MergeUrl>yes</MergeUrl>
<Width>700</Width>
<Height>400</Height>
<DisabledIfNoRecords>No</DisabledIfNoRecords>
<Resizable>Yes</Resizable>
<Scrollable>Yes</Scrollable>
</CustomAction>
Example of an Integration with a Google Search
<CustomAction>
<ID>CA_id2</ID>
<Title>Google Search...</Title>
<Url>http://www.google.ca/ search?q=[EncodingStartSpaceAsPlus][C.CompanyName][EncodingE nd]</Url>
<MergeUrl>Yes</MergeUrl>
<Width>700</Width>
<Height>400</Height>
<DisabledIfNoRecords>No</DisabledIfNoRecords>
<Resizable>Yes</Resizable>
<Scrollable>Yes</Scrollable>
</CustomAction>
Example of an Integration with Google Maps
<CustomAction>
<ID>CA_id3</ID>
<Title>Google Map...</Title>
<Url>http://maps.google.ca/ maps?q=[EncodingStartSpaceAsPlus][C.AddressLine1]%2c[C.City]
%2c[C.StateProvince][EncodingEnd]</Url>
<MergeUrl>Yes</MergeUrl>
<Width>1100</Width>
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<Height>800</Height>
<DisabledIfNoRecords>Yes</DisabledIfNoRecords>
<Resizable>Yes</Resizable>
<Scrollable>Yes</Scrollable>
</CustomAction>
Specifying the Address Book on the Site Login Screen
There are several methods of controlling which Address Books are available through the login screens of Maximizer Web Access and
Mobile Access:
• Users enter the site URL, and the resulting login page displays a drop-down list of available Address Books
• Users enter the site URL, appended by the “ab” parameter, and the resulting login page displays the specified Address Book name as a static field
• You enter a value in the AddressBook key of the site’s
Web.config file, and when users enter the site URL, the resulting login page displays the specified Address Book name as a static field
Displaying a Drop-down List of Available Address Books
You can provide access to any Address Book through Maximizer Web
Access or Mobile Access. By default, when a user enters the site URL in a browser, the resulting login screen includes a drop-down list of available Address Books.
Specifying the Address Book in the URL
You can also specify the Address Book in the URL. By specifying the new parameter called “ab” in the URL, you can provide a direct shortcut to the Address Book in Maximizer Web Access or Mobile
Access.
• Maximizer Web Access: http://SERVERNAME/
MaximizerWebAccess/default.aspx?ab=EsconaTutorial
• Mobile Access: http://SERVERNAME/MobileAccess/ default.aspx?ab=EsconaTutorial
The value of the ab parameter must be the Address Book’s SQL database name, not the user-definable Address Book name set in
Administrator (File > Preferences > System Options tab).
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Enabling Access to a Single Address Book Only
You can also restrict an instance of Maximizer Web Access or Mobile
Access to be able to access a single Address Book only, rather than showing the Address Book drop-down list or specifying the Address
Book in the URL. Specify the “AddressBook” property in the appSettings section of the site’s Web.config file, as shown in the following example:
<add key=”AddressBook” value=”EsconaTutorial” />
The value of the AddressBook key must be the Address Book’s SQL database name, not the user-definable Address Book name set in
Administrator (File > Preferences > System Options tab).
If the value of the AddressBook key does not correspond to a valid
Address Book, the login page displays the Address Book list.
Similarly, you can display a default Address Book. This is also specified in the appSettings section of the site’s Web.config file, as shown in the following example:
<add key=”DefaultAddressBook” value=”EsconaTutorial” />
Globalization of Sites
The Globalization element in the web.config file enables you to change the site’s regional display settings such as numbers and dates.
The Globalization element is optional. If it or any of its attributes are not added to the Web.config file, US English is used by default.
In Maximizer Web Access, users can also choose a locale in the user preferences. The user’s locale setting takes precedence over the globalization element in the web.config file.
To change the globalization settings of a site, you must add the section below as a child to the system.web element
<globalization requestEncoding="utf-8" responseEncoding="utf-8" culture="en-US" uiCulture="en"
/>
The regional settings are defined in the culture and uiCulture attributes. To use display settings other than US English, replace the values of the culture and uiCulture attributes in the Globalization element. The following list includes some of the possible values:
Country, Language
United States, English
culture
en-US
uiCulture
en
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Configuring Multiple IIS Servers to Connect to a Single Maximizer CRM Server
You can use the procedure described below to configure multiple
Address Books on multiple IIS servers to connect to a single
Maximizer CRM server.
➤
To configure multiple IIS servers to connect to a single Maximizer CRM Server
On each IIS server, install Maximizer Components for
Microsoft IIS from the Maximizer CRM Server disc and during setup, select your Maximizer CRM Server machine.
On each IIS server, change the AddressBook key of the
Web.config file for Customer and Partner Access to point to the appropriate Address Book.
Moving a Site
Country, Language
Britain, English
Canada, English
France, French
Canada, French
Belgium, French
Germany, German
China, Chinese
culture
en-GB en-CA fr-FR fr-CA fr-BE de-DE zh-CN
uiCulture
fr fr en en fr de zh
The country codes are defined in the ISO 3166 standard, which is available at the following URL: http://www.iso.org/iso/country_codes.htm
The concept of combining these country codes with language is defined in RFC 3066, which is available at the following URL: http://www.faqs.org/rfcs/rfc3066.html
Web access sites are ASP.NET web applications, which implies a level of portability. If you choose, you can rename the virtual folder holding the application and therefore its URL. You may even change the physical path of the application by copying the application someplace else on the IIS machine’s hard drive. When doing this, be sure to move the entire folder.
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Installing Sites to Non-Default Folders
The Maximizer installation creates an XML file called
PortalLocations.xml (unless the file already exists on the machine, in which case it does not overwrite the existing file). The
PortalLocations.xml file is located in the folder where the sites are installed. The default site installation folder is ...\Program
Files\Maximizer\Portals. There is only one PortalLocations.xml file for each Maximizer CRM Server.
The PortalLocations.xml file describes the folder location of each site.
If you install any sites to a non-default location, you can optionally add their location to the PortalLocations.xml file. Any sites identified in this file will be updated by the Maximizer installation for any upgrades or updates such as service releases. Any sites installed to non-default locations will not be updated unless they are added to the PortalLocations.xml file.
By default, the PortalLocations.xml file contains location information for the four default sites.
<Portals>
<Portal ID="DefCustomerPortal">
<Location>C:\Program
Files\Maximizer\Portals\Customer</Location>
<Context>MA_CUSTOMER</Context>
<Description>Maximizer Default Customer Portal</
Description>
</Portal>
<Portal ID="DefPartnerPortal">
<Location>C:\Program
Files\Maximizer\Portals\Partner</Location>
<Context>MA_PARTNER</Context>
<Description>Maximizer Default Partner Portal</
Description>
</Portal>
<Portal ID="DefEmployeePortal">
<Location>C:\Program
Files\Maximizer\Portals\Employee</Location>
<Context>MA_EMPLOYEE</Context>
<Description>Maximizer Default Employee Portal</
Description>
</Portal>
<Portal ID="DefWirelessPortal">
<Location>C:\Program
Files\Maximizer\Portals\Wireless</Location>
<Context>MA_WIRELESS</Context>
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<Description>Maximizer Default Wireless Portal</
Description>
</Portal>
</Portals>
The XML file contains a site ID, location, context, and description for each site. These elements are described in the following table.
Element
<Site/Portal>
<Location>
<Context>
<Description>
Description
This element has an ID attribute, which must be unique for each site. This ID will not be displayed in the site itself.
Installation location of the site.
Identifies the type of site. Must be one of the following values:
• MA_Employee
• MA_Customer
• MA_Partner
• MA_Wireless
Description of the site.
Setting Up Multiple Customer or Partner Sites
If you want the sites to be updated by the Maximizer
installation, refer to “Installing
Sites to Non-Default Folders” on page 231.
To this point, the chapter has explained how to set up a single
Partner Access site and a single Customer Access site. However, you can create additional Partner and Customer Access sites for one or more Address Books. For example, you might want to create a Media
Site for your Address Book, or you might want to create a Customer or Partner Access site for a second Address Book.
The major steps involved in creating additional Partner or Customer
Access sites is as follows:
• Assign a Category field value to Address Book entries. The
Category field of an Address Book entry controls which sites(s) an Address Book entry can access. Therefore, you must assign a
Category field value to all Address Book entries that should be granted access to the new site. You can create a new field value, or you can assign one of the existing field values.
• Create the new site. The process of creating a new site is very simple. Essentially, you duplicate an existing Customer or Partner
Access site folder, rename it, and edit the Web.config file for the new site.
• Configure the new site. At this point, the site is functional. The only remaining task is to configure the new site using Customer/
Partner Access Administrator and provide access PINs to those
Individuals and Contacts who you want to be able to log into it.
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Each of these procedures are described in detail below.
➤
To create a new Category field value
Run Maximizer and log into the Address Book.
Open an Address Book entry to grant access to the new site.
If the Address Book entry is in View mode, click Edit to switch to
Edit mode.
Click the ellipsis button beside the Category field.
If a new field value is required, click New Value and add an item to the list.
Select the checkbox beside the field value that enables the
Address Book entry to access the new site, and click OK.
For example, if you are creating a Media Access site, you would probably select Media as the required Category field value. If
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Repeat this process to assign the Category to any other Address
Book entries which should have access to the new site.
➤
To create the new site
Open Windows Explorer, and navigate to the sites directory. (In a default installation, this folder is located at
C:\Program Files\Maximizer\Portals.)
Create a copy of the Customer or Partner folder inside the
Portals folder.
Make sure you copy the entire Customer or Partner folder, including all subfolders and files.
Do not use spaces in the virtual folder name.
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Rename the folder with the new site name.
Right-click the new folder, and select Properties from the shortcut menu.
Select the Web Sharing tab.
Select Default Web Site from the Share on drop-down list, and select the Share this folder option.
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The Edit Alias dialog box opens.
Enter an alternate Alias if desired, select the Read access permission, select the Scripts application permissions, and click
OK.
Click OK to close the Properties dialog box.
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In the new folder, select the Web.config file and open it in a text editor, such as Windows Notepad.
Assign a meaningful value to the SubContext key.
The sites have a Context value and a SubContext value. The
Context value is MA_PARTNER for a Partner Access site and
MA_CUSTOMER for a Customer Access site. The Context value for the new site is already defined because you copied it from an existing site, so you just need to assign a SubContext value, which differentiates this new site from the original.
For example, if you are creating a Media site, you would probably choose to assign a SubContext value of “Media”.
Enter the Category field value (from the previous procedure) as the AlternateRequiredCategory value.
If you used the “Media” Category field value, you would assign
“Media” as the AlternateRequiredCategory value.
Save the Web.config file.
Do not change the name or location of this file.
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➤
To configure the new site
Open a web browser and enter the URL of the new site. The default site URL is http://<web_server_name>/<site_alias>/Admin.aspx
In the case of the example site, the URL is http://test-server/
MaximizerMedia/Admin.aspx.
Customer/Partner Access Administrator opens. The login page appears as the Partner Access Administrator or Customer Access
Administrator login page, depending on which site you copied the new one from.
Log into Customer /Partner Access Administrator.
Configure the site as desired. Refer to the previous sections of this chapter for more information.
Include setting the site name as part of the configuration. You can set the name in the General Settings page of the
Configuration Manager.
Assign a site PIN to all Individuals and Contacts who should have
site access, as described in “Assigning Site Login PINs to Contacts and Individuals” on page 214.
Creating a Custom Case Wizard for Partner Access
Partner Access includes a wizard for creating new customer service cases. It is available from the Edit > Create a Customer Service Case menu item on the Customer Service page of the site. You can also create your own custom customer service case wizards and make them accessible from the Edit menu.
Create your own case wizards by describing them in an XML file, naming the file CustomCSCaseWizards.xml, and placing it in the
Config folder of Partner Access. The XML elements that your
CustomCSCaseWizards.xml file may contain are described below, along with a sample XML file. When you create multiple case wizards, they must all be described in the same XML file, with each wizard set apart by the <CSCaseWizard> element.
Note that if the XML is not well-formed, the custom wizards will not appear in the Edit menu, and no error messages will appear.
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➤
To create a custom customer service case wizard
Create an xml file describing the contents of each screen of the wizard.
For more information, refer to the custom wizard example and the table describing the XML tags, which are provided in this section.
Name the xml file CustomCSCaseWizards.xml.
Place the xml file in the following folder:
...\Maximizer\Portals\Partner\Config
This folder is typically located in the C:\Program FIles\ folder.
Custom Wizard Example
Below are the contents of an example CustomCSCaseWizards.xml file.
<CustomCSCaseWizards>
<CSCaseWizard>
<Id>SuggestionWizard</Id>
<MenuOption>Enter a Suggestion</MenuOption>
<HeaderStep1>Categorize your suggestion</HeaderStep1>
<ShowOrigin>true</ShowOrigin>
<OriginPrompt>Suggestion origin</OriginPrompt>
<DefaultOrigin>Website</DefaultOrigin>
<MandatoryOrigin>true</MandatoryOrigin>
<ShowType>true</ShowType>
<TypePrompt>Suggestion type</TypePrompt>
<DefaultType>Suggestion</DefaultType>
<MandatoryType>true</MandatoryType>
<ShowProduct>true</ShowProduct>
<ProductPrompt>Product or service</ProductPrompt>
<DefaultProduct>Accessories</DefaultProduct>
<MandatoryProduct>true</MandatoryProduct>
<ShowCategory>true</ShowCategory>
<CategoryPrompt>Category</CategoryPrompt>
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<DefaultCategory>Other</DefaultCategory>
<MandatoryCategory>true</MandatoryCategory>
<ShowPriority>true</ShowPriority>
<PriorityPrompt>Priority</PriorityPrompt>
<DefaultPriority>Medium</DefaultPriority>
<ShowSeverity>true</ShowSeverity>
<SeverityPrompt>Severity</SeverityPrompt>
<DefaultSeverity>Medium</DefaultSeverity>
<DefaultAssignedTo>JNAPOLI</DefaultAssignedTo>
<DefaultOwner>JNAPOLI</DefaultOwner>
<DefaultQueue>Standard</DefaultQueue>
<udfPrompt1>Send acknowledgement email</udfPrompt1>
<udfTypeId1>107</udfTypeId1>
<MandatoryUdf1>true</MandatoryUdf1>
<DefaultUdf1>No</DefaultUdf1>
<HeaderStep2>Provide details</HeaderStep2>
<SubjectPrompt>Short description</SubjectPrompt>
<DescriptionPrompt1>Details</DescriptionPrompt1>
<DescriptionPrompt2>More details</DescriptionPrompt2>
<HeaderStep3>Review your suggestion</HeaderStep3>
</CSCaseWizard>
<CSCaseWizard>...(Second custom wizard)...</CSCaseWizard>
<CSCaseWizard>...(Third custom wizard)...</CSCaseWizard>
</CustomCSCaseWizards>
The first screen of the example custom wizard displays the following fields: Suggestion origin, Suggestion type, Product or service,
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Category, Priority, Severity, and Send acknowledgement email. All of the fields have default values.
The second screen of the example custom wizard contains three fields: Short description, Details, and More details.
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The third screen in the example custom wizard displays a summary of the values entered in the previous screens.
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XML Tags in the CustomCSCaseWizards.xml File
The following table lists each of the XML tags in the
CustomCSCaseWizards.xml file, as well as their data type and a description.
All XML tags are case-sensitive.
XML Tag
CSCaseWizard
Id
MenuOption
HeaderStep1
HeaderStep2
HeaderStep3
ShowOrigin
ShowType
ShowProduct
ShowCategory
ShowPriority
ShowSeverity
Data Type
string string string string string boolean boolean boolean boolean boolean boolean
Description
Contains all other tags describing a single wizard. Each custom case wizard must be set apart by its own set of CSCaseWizard tags inside the file.
Mandatory.
Unique identification of the wizard.
Mandatory.
Menu item text as it will appear in the Edit menu of the Customer
Service page.
Header text that appears at the top of each page of the wizard.
Header text is automatically prefixed by “Step 1 - “, “Step 2 - “, or “Step 3 - “.
If these tags are not included, the wizard will use the default header text, as it appears in the default
Customer Service Case Wizard.
Specifies whether to display the
Case origin, Case type, Products/
Services, Categories, Priority, and
Severity fields:
• If “true”, the field(s) appear on the first page of the wizard.
• If “false”, the field(s) do not appear in the wizard.
• If you omit the XML tag, all of these fields, except “Origin” appear in the wizard by default.
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XML Tag Data Type Description
DefaultOrigin
DefaultType
DefaultProduct
DefaultCategory
DefaultPriority
DefaultSeverity string string string string string string
DefaultAssignedTo string
DefaultOwner string
DefaultQueue string
OriginPrompt
TypePrompt
ProductPrompt
CategoryPrompt
PriorityPrompt
SeverityPrompt
SubjectPrompt string string string string string string string
DescriptionPrompt1 string
DescriptionPrompt2 string
Specifies the default value of the
Case origin, Case type, Products/
Services, Categories, Priority, and
Severity fields.
The value of the XML element must be a valid value of the related field in the Address Book.
The values of the
DefaultAssignedTo,
DefaultOwner, and DefaultQueue fields are not visible in the wizard because there is no related
“Show...” XML tag. Therefore, site users cannot change the value of these fields through the wizard.
The DefaultAssignedTo tag does not check whether the specified user has the
“Customer Service Representative” or
“Customer Service Manager” access right. It is up to you to verify that the user identified in the DefaultAssignedTo tag has the appropriate access rights.
Specifies the text that appears beside the field in the wizard.
If you omit an XML tag, the wizard uses the default prompt, as it appears in the “Create a
Customer Service Case” wizard.
Specifies the text that appears above the last two fields on the second page of the wizard.
If you omit an XML tag, the wizard uses the default prompt, as it appears in the “Create a
Customer Service Case” wizard.
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XML Tag
udfTypeId1 ... udfTypeId7 udfPrompt1 ... udfPrompt7
MandatoryUdf1 ...
MandatoryUdf7
DefaultUdf1 ...
DefaultUdf7
Data Type Description
MandatoryOrigin
MandatoryType boolean boolean
MandatoryProduct boolean
MandatoryCategory boolean integer string boolean string
Specifies whether site user must provide a value for the Case origin, Case type, Products/
Services, or Categories field in the wizard:
• If “true”, the site user must select a value for the field before proceeding to the next page in the wizard.
• If “false”, the site user may leave the field blank.
• If you omit the XML tag, the fields are not mandatory.
Specifies the user-defined field to include on the first page of the wizard. Specify the Type_Id of the user-defined field as the value of this XML tag.
You can include up to seven userdefined fields. The wizard can display only table user-defined fields defined for customer service cases.
Specifies the text that appears beside each user-defined field included in the wizard.
Specifies whether the site user must provide a value for each user-defined field included in the wizard.
Specifies the default value of each user-defined field included in the wizard.
C
H A P T E R
9
Live Update
9
In this chapter...
“Introduction to Maximizer Live Update” on page 246
“Installing Live Update Manager” on page 247
“Configuring Live Update Manager” on page 249
“Downloading Updates from Maximizer with Live Update” on page 250
“Approving Updates” on page 251
“Copying the Update and XML Files to the Web Server” on page 253
“Configuring the Maximizer Live Update Service” on page 254
“Updating Maximizer with Live Update” on page 255
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Introduction to Maximizer Live Update
The Live Update service checks for and downloads appropriate
Maximizer CRM software updates for your local Maximizer CRM installation. The Live Update service can be configured to point to either the Maximizer Software update server (which is the default setting) or to your organization’s own Live Update server. The Live
Update service is installed and enabled automatically as part of the regular Maximizer CRM installation. However, to use your own Live
Update server, you must install and configure Live Update Manager separately, as described in this chapter.
Live Update Manager is an optional component of the Maximizer
Live Update service and is available on the Maximizer CRM Server disc. Live Update Manager is a standalone component that enables you to control the timing and distribution of software updates, as well as to test them before releasing Maximizer software updates to your users.
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Installing Live Update Manager
Before you install Live Update Manager, you will need to create a virtual directory on your web server. The following sections describe how to install LIve Update Manager:
•
“Creating a Virtual Directory for Live Update on your Web
•
“Installing Maximizer Live Update Manager” on page 247
Creating a Virtual Directory for Live Update on your Web Server
For instructions on creating a virtual directory, refer to your web server software documentation.
Designate a machine as your Live Update server, which will serve updates to the Live Update service on Maximizer machines in your organization. It can be a web server outside the firewall if Internet access is required (for example to support remote offices) or a web server available locally only. In either case, it must be an IIS server.
Create a virtual directory for Live Update on your web server. You will be prompted for the URL of your Live Update server during the
Live Update Manager installation.
You will also be prompted for the location to save updates that Live
Update Manager downloads from Maximizer Software. If possible, use the same location as the physical location of the virtual directory of your Live Update server. However, in some situations (such as when the URL is of a web server outside the firewall) this configuration is not the most secure and you should specify a different location.
Installing Maximizer Live Update Manager
Live Update Manager is the program that enables you to check for, download, and manage updates for Maximizer CRM installations.
The Live Update Manager installation is available on the Maximizer
CRM Server disc. Live Update Manager does not need to be colocated with a Maximizer CRM Server, but it can be if desired. The installation location of the Live Update Manager (by default
C:\Program Files\Maximizer Live Update) must have network access to the physical folder that will be used to store Maximizer CRM product updates downloaded from the Maximizer Software update server.
➤
To install Maximizer Live Update Manager
Close all programs running on the machine.
Insert the Maximizer CRM Server disc.
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If the setup doesn’t start automatically, you can start it manually by running setup.exe from the disc.
You can modify the URL and
Download settings through
Live Update Manager after it is installed.
On the Autorun screen, click Install Maximizer Live Update
Manager.
On the Welcome screen, click Next.
On the Customer Information screen, enter your User Name,
Company Name, and select whether to install the application for all users of the computer or only for the current user.
On the Choose Destination Location screen, click Next to install the application to the default folder.
– or –
Click Browse, select an alternative location, and click Next.
On the Corporate Update Server properties screen, enter the
URL for the Live Update virtual directory you created previously
(e.g., http://www.escona.com/liveupdate).
– or –
Enter the UNC network path of the Live Update folder on your
Live Update web server (e.g., \\LiveUpdateServer\liveupdate).
The Download field specifies the folder that updates from
Maximizer will download to. You can change this path if needed.
Click Next.
On the Start Copying Files screen, review your installation settings and click Next to begin the installation.
When the installation is complete, click Finish.
Live Update Manager is now accessible from the Start menu.
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Configuring Live Update Manager
The Base URL of the update server field may already be completed if you provided the information during the Live
Update Manager installation.
Once you have installed Live Update Manager, configure it and enter the PSNs for your Maximizer products.
➤
To configure Live Update Manager
Run Live Update Manager. It is available from Start > Programs
> Maximizer Live Update > Live Update Manager.
Click the Settings tab.
Ensure that the URL of your corporate update server field contains the URL (e.g., www.escona.com/liveupdate) or the UNC network path (e.g., \\LiveUpdateServer\liveupdate) of the Live
Update virtual folder on your Live Update web server.
In the Product list, ensure the checkboxes are selected for all
Maximizer Software Inc. products installed in your organization.
De-select the checkboxes for any products not installed.
For each installed product, select the product, click Edit, enter your PSN(s) for that product, and click OK. If you have more than one PSN for a product, separate the PSNs with commas.
You can optionally change any of the settings on the
Preferences tab. For information about each of these options, select the Preferences tab and press F1.
Click Apply to save your changes.
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Downloading Updates from Maximizer with Live Update
The updates download folder path is specified in the
Preferences tab of Live Update
Manager.
The Live Update Wizard in the Live Update Manager connects to the
Maximizer Live Update Server and downloads available updates from
Maximizer Software Inc.
➤
To start the Live Update Wizard
• If the Enable automatic Maximizer Live Update
notification option is selected on the Preferences tab, a message box notifies you when new updates are available. Click
OK to start the Live Update Wizard.
– or –
• In Live Update Manager, click the Check for updates button on the Updates tab, which opens the Live Update Wizard.
➤
To download software updates from Maximizer
Start the Live Update Wizard as described above.
If you started the Live Update Wizard from the automatic notification message box, it takes you directly to the Available
Updates screen. Skip to step 3.
Click Next on the welcome screen.
The Live Update Wizard connects to the Maximizer Live Update
Server to check for any available updates.
Select the update(s) to download.
Click Next to download the selected updates.
Click Finish to close the wizard.
The update files are now located in the updates download folder. The default location of this folder is C:\Documents and
Settings\All Users\Application Data\Maximizer\Live
Update Manager.
If your Live Update Manager configuration does not use the default location, this folder may be in a different location.
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Approving Updates
Once you have downloaded any available updates with the Live
Update Wizard, they appear in the Available Updates list of the
Updates tab in Live Update Manager. You must approve these updates before copying them (and the MaxUpdates.xml file) to your
Live Update server.
Use the Approve button on the Updates tab to approve and disapprove updates. Approving an update modifies the
MaxUpdates.xml file, which keeps track of approved updates. Once an update is approved, it is available to any Maximizer CRM servers or workstations that check for updates.
The following sections contain more information on approving updates for Maximize users:
•
“Testing Updates Before Approval” on page 251
•
“Approving Updates for Download by Maximizer Users” on page 252
Testing Updates Before Approval
Between receiving an update from Maximizer Software and releasing it to your organization, you should test the update in a test environment and once satisfied should deploy it to all Maximizer
CRM servers that host Address Books. Assuming that you have already deployed a production Live Update Manager deployment, the two ways to set up testing are as follows:
• Install a test deployment of Live Update Manager on another machine, with its own testing Live Update server URL. The download location could be the same as for the production Live
Update Manager. One Maximizer CRM server and one or more
Maximizer CRM workstations should be configured for testing and to download updates from the test Live Update server. Once these updates are verified, you can return to the production Live
Update Manager and approve the updates.
• Alternatively, rather than using a test Live Update Manager to manage updates, simply copy the downloaded updates to the test Maximizer CRM server and workstation(s) and run the update(s) manually on the test machines (i.e., distribute the updates for testing manually rather than using Live Update
Manager to distribute the updates). Following testing, return to the production Live Update Manager and approve the updates.
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Approving Updates for Download by Maximizer Users
After testing the updates, you can use Live Update Manager to approve updates. After approving the updates, you must copy the update files and MaxUpdates.xml file to your Live Update server before users can download the updates from Administrator or
Maximizer.
➤
To approve software updates for download by workstations
In the Updates tab of Live Update Manager, select one or more downloaded update(s).
Click the Approve button.
The values of the Approved column changes from “No” to
“Yes”.
Click Apply to save your changes.
Repeat these steps to approve any other updates, as needed.
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Copying the Update and XML Files to the Web Server
After you have downloaded and approved any updates, you must copy the files and the MaxUpdates.xml file to the virtual directory on your Live Update server. The location of the files on the server must match the URL specified in the updates properties.
Once you have copied the files to your Live Update server, you can verify the URLs for each update using Live Update Manager. The
Verify URLs button checks that the approved update file(s) and updated MaxUpdates.xml file actually exist at the location specified by the Live Update server URL.
➤
To copy the update files to the Live Update server
• Copy the following files to the virtual directory on your Live
Update server.
File(s) to copy Location to copy file(s) from
Downloaded update file(s)
Updates download folder, specified on the
Preferences tab of Live Update Manager.
The default updates download folder is
C:\Documents and Settings\All
Users\Application Data\Maximizer\Live
Update Manager
MaxUpdates.xml
Live Update Manager program folder
(usually C:\Program Files\Maximizer Live
Update).
This file contains information about downloaded updates and gets updated every time you download an update.
You have to copy the most recent version of this file to your web server each time you approve a new update.
➤
To verify update URLs
• On the Updates tab of Live Update Manager, click Verify URLs.
Live Update Manager verifies all approved updates. If the verification succeeds, Maximizer users can download the updates from your Live Update server.
If the verification fails, ensure that the update files and current
MaxUpdates.xml file have been copied to the correct location on the Live Update server, that the URL defined for the update is correct, and that your web server settings are correct.
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Configuring the Maximizer Live Update Service
The default configuration for Maximizer CRM servers and workstations is with the Live Update service enabled and using the
URL for the Maximizer Software update server. Change the URL in
Administrator Preferences to point to your own Live Update server to enable all Maximizer CRM workstations and servers that connect to global Address Books on that server to use the Live Update service through your Live Update server.
➤
To configure the Live Update Service
In Administrator, select File > Preferences.
On the System Options tab, click Live Update.
The Enabled Maximizer Live Update checkbox is selected by default. If it has been cleared, make sure to select it.
By default, the URL of update server field contains the URL of the Maximizer Software Live Update server. Change it to the
URL (e.g., www.escona.com/liveupdate) or the UNC network path (e.g., \\LiveUpdateServer\liveupdate) of the Live Update folder on your web server.
By default, Enable automatic Maximizer Live Update
notification is turned on. When enabled, Live Update displays a message on the Maximizer server(s) and workstations when a new update becomes available on the Live Update server. If you turn automatic notification off, users must manually check for updates on each machine.
By default, Live Update automatically checks for updates every
14 days. You can optionally change the Interval to check for
updates.
Click OK to save your changes and close the dialog box.
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Updating Maximizer with Live Update
The updates download folder path is specified in the
Preferences tab of Live Update
Manager.
Live Update options iare accessible through the Live
Update button on the System
Options preferences in
Administrator. (Select File >
Preferences.)
The Maximizer Live Update Service is installed automatically with
Maximizer CRM server and workstation. It enables users to download updates such as hot fixes and service releases, and you can configure
Live Update to provide automatic notification of available updates.
The Live Update Wizard on Maximizer workstations connects to your
Live Update Server and downloads any available updates.
After downloading the software updates, the downloaded executable file should launch immediately to start the installation. If you need to locate the downloaded file, it is in the user’s Application
Data folder (typically C:\Documents and
Settings\<CurrentUser>\Application Data\Maximizer\Live Update).
If the Enable automatic Maximizer Live Update notification option is selected in the Live Update options in Administrator, a message box you when new updates are available. You can also check for updates at any time from Maximizer or Administrator.
➤
To download software updates from the server
If you are notified that new updates are available, click OK in the message box to start the Live Update Wizard.
– or –
In the top-left corner of the Maximizer window, click the
Maximizer button, and select Help. Then, under About
Maximizer, select Maximizer Live Update.
– or –
In Administrator, select Help > Maximizer Live Update.
Click Next.
The Live Update Wizard connects to the Live Update Server to check for any available updates.
Select the update(s) to download.
Click Next to download the selected updates.
Click Finish to close the wizard.
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H A P T E R
10
Setting Up Remote
Automated Installation
10
In this chapter...
“Introduction to Remote Automated Installation” on page 258
“Requirements for Recording Setup Script Files” on page 258
“Creating the Script Files” on page 260
“Systems Management Server (SMS) Software Distribution” on page 261
“Other Distribution Methods” on page 262
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Introduction to Remote Automated Installation
The setup script files are
InstallShield response files and have an .ISS extension.
Maximizer CRM setup supports remote automated installation and uninstallation in environments with multiple workstations. Record script files of the installation and uninstallation processes, and then use these scripts with automated installation tools, such as Microsoft
Systems Management Server (Microsoft SMS) to install Maximizer.
Requirements for Recording Setup Script Files
This sequence is not required.
However, creating the scripts in this order is most likely to produce successful results.
Before recording the setup script for distribution in your system, ensure the workstation computer you are using is in the same state as workstations where the setup script will run. Otherwise, the remote installation may encounter dialog boxes not included in the script file. Any unexpected event, such as a message box waiting for user input, may cause installation to fail.
It is beneficial to record the setup scripts in the following sequence to ensure the machine is in the same state as a typical workstation when recording the installation scripts:
Ensure Maximizer is installed on the machine.
Record the uninstallation script, as described on page 260.
Install Maximizer again. Do not create the installation script at this time.
This installation enables you to run the uninstallation script for the first time in the next step.
Uninstall Maximizer from the workstation computer using the uninstall script file.
You can run the uninstallation script from the Windows
command line using the commands described on page 262.
Running the uninstallation script before recording the installation script enables you to put the machine into the correct state for creating the installation script.
Record the installation script on the workstation, as described on
This sequence helps ensure that the installation script records the dialog boxes and response actions encountered during installation.
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When preparing to create a setup script, take the following components of Maximizer installation into consideration:
• MDAC components version
• .NET Framework version (if applicable)
• SQL Server Express engine (if applicable)
• Maximizer Program installation folders
• Maximizer Data installation folders
• Maximizer Sample Data files
• Microsoft Word installation
• Microsoft Outlook installation
• Corel WordPerfect installation
Record separate setup script files for each variation in setup options.
For example, to install the Microsoft Outlook Add-in on some workstations, you must either modify the setup script file manually or record a separate sample installation to generate a new setup script file for that option.
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Creating the Script Files
Use the following procedure to create both the uninstallation and the installation script files. If Maximizer is already installed on the machine where you create the script, setup.exe removes the program, and the resulting script file is an uninstallation script.
Conversely, if Maximizer is not installed on the machine, setup.exe installs the program, creating an installation script file.
Complete this procedure twice—once to create an uninstallation script file, and again to create an installation script file. If the automated installation will be re-installing Maximizer, it must first remove the existing installation.
➤
To create a setup (install or uninstall) script file
Click Start > Run.
In the Open field, enter the path to the Maximizer CRM
setup.exe file (e.g., D:\MaxEnt\setup.exe), followed by /r, which tells Windows to record the setup as a script file.
You must rename the script file from the default name because setup.iss will be automatically overwritten next time you record a setup script file.
Click OK.
The Maximizer setup process begins.
Follow the on-screen setup instructions.
When setup is complete, reboot the computer if required.
Locate the setup.iss file in the Windows folder (usually
C:\WINNT or C:\Windows).
Rename the file (e.g., MEInstall.iss or MEUninstall.iss).
You now have the installation or uninstallation script file.
Repeat the procedure to create the second script file.
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Systems Management Server (SMS) Software Distribution
Once you have recorded the setup script files, you can use Systems
Management Server (SMS) software to install Maximizer on workstations using a “push” method. Set up these distribution packages from the SMS administration console. Every package consists of three tasks that you must create and manage:
• the package definition
• the program that carries out the package tasks
• the process of distributing the packages to distribution points that are accessible by SMS clients that need to run the program that is targeted to them
SMS packages contain the files and commands for the user to run the programs in the package, in addition to information such as which distribution points provide the package source files to client computers. For each package, you must specify
• general information about the package, such as the name, version number, and vendor of the software
• whether the package includes package source files
• if there are package source files, specify
• the package source folder that contains the package source files
• whether SMS should create and store a compressed copy of the package source files
• how SMS stores the package source files on distribution points
• whether and how often the package source files on distribution points must be updated
Refer to your SMS documentation for more information.
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Other Distribution Methods
If you don’t have SMS, you can use other tools to distribute
Maximizer remotely. The following sections contain information on other distribution methods:
•
“Windows Scheduler” on page 262
•
Windows Scheduler
There is no space between /f1 and the .ISS file path.
If you don’t have SMS, you can use Soon.exe for remote distribution.
Soon.exe is a tool for scheduling Windows Scheduled Tasks on any machine in a domain.
• For installation, Scheduled Tasks should specify the path to the
Maximizer setup.exe with /s /f1<iss file path> parameters.
For example,
D:\MaxEnt\setup.exe /s /f1C:\Winnt\MEInstall.iss
To bypass the call to the live update server to check for updates, add the /z”noupdatecheck” parameter.
• For uninstallation, Scheduled Tasks should specify the path to the Maximizer setup.exe with /s /x /f1<iss file path> parameters.
For example,
D:\MaxEnt\setup.exe /s /x /f1C:\Winnt\MEUninstall.iss
As with SMS, using Windows Scheduled Tasks requires the setup script file to be created on a sample workstation machine and then reused for all other workstations on the network.
For more information about Soon.exe, refer to the Microsoft
Knowledge Base.
Batch Files
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You can also distribute Maximizer installations using batch files, if the user logs into a domain. This method is similar to Windows
Scheduled Tasks, except that the installation runs when the user logs into the domain.
The following example shows the contents of a batch file that runs the Maximizer setup program (D:\MaxEnt\setup.exe) and uses the setup script file (C:\Winnt\MEInstall.iss):
@echo on
D:\MaxEnt\setup.exe /s /f1C:\Winnt\MEInstall.iss
When creating your own batch file, change the paths and filenames from this example to the paths and filenames of the Maximizer CRM setup and setup script file on your system.
Refer to your Windows documentation for more information about creating batch files.
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SQL Server Reporting
Services
11
In this chapter...
“About Microsoft SQL Server Reporting Services” on page 266
“Integrating SQL Server Reporting Services with Maximizer Web Access” on page 267
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About Microsoft SQL Server Reporting Services
Microsoft SQL Server Reporting Services is a server-based reporting system that’s included with most editions of Microsoft SQL Server.
Maximizer Web Access can integrate with SQL Server Reporting
Services. You can create custom reports that point to Maximizer data, and host the reports in SQL Server Reporting Services. Then, you can access the reports from Maximizer Web Access.
The Maximizer Web Access integration with SQL Server Reporting
Services creates a number of default reports that users can access from the Reports page in Maximizer Web Access. Users can also create new reports using Microsoft SQL Server Report Builder.
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Integrating SQL Server Reporting Services with Maximizer
Web Access
You can integrate Microsoft SQL Server Reporting Services with
Maximizer Web Access. The integration is installed automatically when you install Maximizer CRM Server. To use the integration, you must complete the following steps:
• Set up a user account for the integration. For information, see
“User Account for SQL Server Reporting Services Integration” on page 267
• Enable SQL Server Reporting Services in Maximizer Web Access
Administrator. For information, see “Enabling SQL Server
Reporting Services” on page 267.
If you run Maximizer Web Access on HTTPS, you must also follow additional steps to configure SQL Server Reporting Services. For
information, see “SQL Server Reporting Services with Maximizer Web
User Account for SQL Server Reporting Services Integration
In order to enable the SQL Server Reporting Services Integration, you must specify a user account to connect with the Maximizer database.
The user account must match the following criteria:
• The user is a member of the SSRS Report Management security group in Maximizer. For information on security groups, see
• The login for the user has the sysadmin server role on the SQL
Server hosting the Maximizer database. For information on user logins in Microsoft SQL Server, see the SQL Server documentation.
The MASTER user automatically meets these criteria.
Enabling SQL Server Reporting Services
You can enable SQL Server Reporting Services in the System Options preferences in Maximizer Web Access Administrator. When you enable SQL Server Reporting Services, a number of default reports are automatically created on the SQL Server Reporting Services server.
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➤
To enable SQL Server Reporting Services
Log in to Maximizer Web Access Administrator.
In the left pane, under Preferences, click System Options.
Select the SQL Server Reporting Services Settings tab.
Click Modify Options.
Select Enable SQL Server Reporting Services Integration.
The URL to the Reporting Services server and the path to the current Address Book are automatically filled in.
Under Database Account, enter the username and password for the user account used to connect to the Maximizer database.
Whenever the password changes, you must specify the new password in this page.
Click Save.
The SQL Server Reporting Services settings are saved on the report server. You may need to wait a moment for the settings to save.
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SQL Server Reporting Services with Maximizer Web Access on HTTPS
If you run Maximizer Web Access using HTTP Secure (HTTPS), you must configure SQL Server Reporting Services to connect with
Maximizer Web Access under HTTPS.
➤
To configure SQL Server Reporting Services for
HTTPS
On the computer hosting SQL Server Reporting Services, open the Report Manager web.config file.
The file is stored in the following location:
[SQL Server Installation Folder]\Reporting Services\
ReportManager\web.config
In the <appSettings> element, locate the
MaxAuthWebServicesURL key.
Next to value, change http to https.
Save the file.
Open the rsreportserver.config file.
The file is stored in the following location:
[SQL Server Installation Folder]Reporting Service\
ReportServer\rsreportserver.config
Locate all lines containing the <MaxAuthWebServicesURL> element.
The element is located in the <Security> and
<Authentication> elements.
In the URL for each <MaxAuthWebServicesURL> element, change http to https.
Save the file.
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Customizing Dashboards
12
In this chapter...
“Working with Dashboards” on page 272
“Configuring Dashboards” on page 273
“SQL Metrics for Indicators” on page 274
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Working with Dashboards
Dashboards are graphical display of quantitative Address Book information. They includes a variety of indicators that display information about Address Book entries, opportunities, campaigns, customer service cases, quotas, and activities. Dashboards are accessible from the My Work Day window in Maximizer and
Maximizer Web Access. Users can also view dashboards from mobile devices using Mobile Access.
Users must have the rights to be able to view and modify dashboards.
For more information, see “User Access Rights and User/Group Access
In Administrator, you can delete or view the properties of dashboards and create SQL metrics for dashboard indicators. In
Maximizer, you can create and modify dashboards and dashboard indicators. For information on setting up dashboards and dashboard indicators, see the Maximizer CRM User’s Guide.
Dashboard Indicators
Indicators display the information in dashboards. Each dashboard can contain multiple indicators.
You can set up indicators to access information in the Address Books in the following ways:
• Searches – Users can link indicators with existing searches in the search catalog. The indicator reports either the number of entries returned in the search or a calculation based on fields in the entries.
• SQL metrics – In Administrator, you can set up SQL queries that report on any information in your Address Book. While they are defined in Administrator, users can add any of these metrics to dashboard indicators in Maximizer and Maximizer Web Access.
Users can choose from a number of indicator controls to display the data. These controls format your Address Book data in charts, lists, and gauges.
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Configuring Dashboards
You must install the Dashboard Components for Microsoft IIS in order to use dashboards. Dashboards should work with the default configuration after installation. You can specify a different dashboard URL and specify how often to refresh dashboards in the dashboards preferences.
➤
To configure dashboards
In Administrator, select File > Preferences.
Select the Dashboards tab.
If you are using a different server to host your dashboards, specify the Dashboards URL.
If you are using a different port from the default port (80), enter the port number as part of the URL. For example, https://TEST-
SERVER2:8080/Dashboard.
In the Dashboard refresh time (minutes) field, enter the refresh rate for dashboards.
– or –
Select Manual refresh only to refresh dashboards only when users select Refresh.
Click OK to save the changes.
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SQL Metrics for Indicators
Dashboard indicators display numeric values returned by catalog searches or by custom SQL queries. You can define your own SQL metrics in Administrators to display custom data in dashboard indicators. The SQL metrics consist of custom SQL queries and the click-through URL for the indicator.
Users can associate indicators with SQL metrics in Maximizer or
Maximizer Web Access. Users can also link indicators with catalog searches.
The following sections contain information on setting up SQL metrics for dashboard indicators:
•
“Queries for SQL Metrics” on page 274
•
“SQL Queries Across Databases” on page 274
•
“Creating or Modifying Custom SQL Metrics” on page 275
Queries for SQL Metrics
A SQL query used in a SQL metric must return a single numeric value
(real). Otherwise, the indicator will display a 0. You must have a good understanding of SQL syntax and the database structure to create
SQL queries.
SQL queries are run for the current logged in user. A dashboard indicator using a SQL metric may display different results to different
Maximizer users.
SQL queries must select data from database views, and not from tables. For example, to query data in AMGR_CSCases_Tbl, you should write the query for the AMGR_CSCases view.
SQL Queries Across Databases
SQL queries for dashboard indicators are not restricted to the current
Maximizer Address Book database. You can define SQL metrics that query another database on the same SQL server.
To create a cross-database SQL query, use the following syntax:
Select * from <database name>.<db owner>.<table name>
The following example shows a cross-database SQL query:
Select SUM (Revenue) from Accounting.dbo.Purchases
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Requirements for Cross-Database Queries
To successfully use cross-database SQL queries in dashboard indicators, the following conditions must be met:
• Database(s) referenced in the SQL query must all reside on the same SQL Server as the Maximizer Address Book where the dashboard indicators are being created.
• The Maximizer user running the SQL queries must be granted
Select access (read access) to the views in database(s) being queried.
Alternatively, in the Maximizer Address Book, you can create views that reference an external database and grant users access to these views. This method may require enabling the “Cross database ownership chaining” option on the SQL server, which is not recommended for security reasons.
Creating or Modifying Custom SQL Metrics
Use the procedure below to create a new SQL metric. You can also follow these instructions to modify an existing SQL metric. Instead of clicking Add, select the indicator to change and click Properties.
SQL metrics query only values that the logged in user can access.
➤
To create a custom SQL metric
In Administrator, select File > Preferences.
Click the Dashboard tab.
Click Add.
Enter a Name and Description for the SQL metric.
Enter the SQL Query.
The SQL query must return a single numeric value (real).
Otherwise it displays a 0 in the dashboard.
Click Test Query to test the SQL query.
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Click OK to save the new SQL metric.
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13
Managing
Address Book Data
13
In this chapter...
“Backing Up and Restoring Address Book Data” on page 278
“Converting Embedded Documents to Linked Documents” on page 284
“Verifying and Recovering Address Book Data” on page 286
“Exporting Data from Maximizer” on page 289
“Importing Address Book Data from MXI or XML Files” on page 298
“Importing Data from Other File Formats” on page 301
“Transferring Entries between Address Books” on page 321
“Purging Outdated Notes and Documents” on page 324
“Using Log Files for Diagnosis” on page 326“System Reports” on page 328
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Backing Up and Restoring Address Book Data
This section explains how to back up and restore Maximizer Address
Book database files, which contain the majority of your Maximizer data, including Address Book entries, opportunities, customer service cases, campaigns, etc. However, if your Address Book uses a custom dictionary or holidays, you must back up those files separately.
The following sections contain information on backing up Address
Book data in Maximizer:
•
“Backing Up an Address Book” on page 278
•
“Restoring an Address Book from a Backup” on page 281
•
“Moving an Address Book to a Different Server” on page 283
•
“Backing Up the Dictionary and Holiday Files” on page 283
Backing Up an Address Book
There are two types of backup procedures available:
• Regular Backup. This backup procedure requires the Address
Book to be closed. Regular backup can be performed only in
Maximizer.
• Quick Backup. This backup procedure is performed on an open
Address Book. You can perform a Quick Backup from either or
Maximizer. If security is enabled, you will need access to the
MASTER user password.
Regular Backup
The extension of the backup file is .BAK.
A regular backup is saved by default to the folder containing the SQL database files for the Address Book. If you don’t want to save the backup to this location, you can browse to another one.
➤
To perform a regular backup
To verify currently logged in users, open the Address Book in
Administrator and select Reports > Current Users. Ensure that no users are logged into the Address Book you want to back up.
In Administrator, close the Address Book and select Utilities >
Back Up Address Book.
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Select the Address Book to back up, and click OK.
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Enter the MASTER user password, and click OK.
The Backup / Restore Details dialog box opens.
The default location is where the SQL database files for the
Address Book are stored.
Select the backup folder:
• If you want to save the backup to the default location, leave the Backup Location field blank.
• If you want to save the backup file to a different folder, click
Browse. Select a folder for the backup file and click OK.
Maximizer starts backing up the files. Depending on the size of the Address Book, the backup could take several minutes or several hours. A message box confirms that the backup is complete. The backup file name is displayed.
Click OK.
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Quick Backup
The advantage of using Quick Backup is that you can perform frequent backups of any open Address Book.
If you are backing up a global Address Book from a workstation, the backup is automatically saved to the default SQL Server Express backup folder. You do not have the option to save the backup to a different location.
By default, the backup is saved to the current
Address Book folder. If you don’t want to save the backup to this location, you can browse to another one.
If you choose to save the backup to the default location, Quick
Backup creates a subfolder named Backup in the same folder as the
Address Book files.
The backup file name includes the current date as an identifier. For example, the following backup file was created from a Quick Backup performed on March 23, 2007. (The backup was saved to the following default location).
C:\ProgramData\Maximizer\AddrBks\EsconaTutorial\Backup\EsconaT utorial_20070323_01.BAK
The “_01” is added to the file name to differentiate between backups from the same day, so a second backup on the same day would be saved as follows:
C:\ProgramData\Maximizer\AddrBks\EsconaTutorial\Backup\EsconaT utorial_20070323_02.BAK
Quick Backup also lets you determine how many backups are kept. If you were to set Quick Backup to retain only five backups, then when you create the sixth backup, Quick Backup deletes the oldest backup.
➤
To perform a Quick Backup
Open the Address Book to back up.
Select File > Quick Backup.
Enter the MASTER user password.
If this box is disabled, continue to the next step.
Select the backup folder:
If you want to save the backup file to the default location
(Address Book folder), leave the Backup Location field blank.
If you want to save the backup file to a different location, click
Browse. Select a folder in the Browse for Folder dialog box and click OK. The location is displayed in the Backup Location field.
Specify the number of previous backups to retain.
This option is disabled if you are backing up a global database on a workstation.
Click OK to begin backing up.
When the Quick Backup is complete, a message box confirms that the backup was successful. The backup file name and location are displayed.
Click OK.
Restoring an Address Book from a Backup
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If you lose or damage your Address Book, you can restore it to a previously backed up version. When you perform a restore, existing
Address Book data is replaced with backup Address Book data.
The Restore Address Book command is enabled only when the Address Book is closed in Administrator.
➤
To restore an Address Book
To determine if users are logged in, open the Address Book in
Administrator and select Reports > Current Users.
Ensure that the Address Book you want to restore is not currently open by a user.
In Administrator, select File > Close Address Book to close the
Address Book
Select Utilities > Restore Address Book.
Select the Address Book to restore.
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Click OK.
Enter the MASTER user password, and click OK.
The Backup / Restore Details dialog box opens.
Click Browse, select the backup file you want to restore, and click Open.
The full path of the backup file is displayed in the Backup
Location field.
Click OK.
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Maximizer restores the Address Book from the selected backup file. A message box confirms that the restore is successful.
Moving an Address Book to a Different Server
You can use the backup and restore functionality to move an Address
Book to a different computer.
➤
To move an Address Book
Backup up the Address Book. For more information, see
“Backing Up an Address Book” on page 278.
Move the backup Address Book (.BAK) file to the new computer.
Restore the Address Book on the new computer. For more
information, see “Restoring an Address Book from a Backup” on page 281.
Backing Up the Dictionary and Holiday Files
By default, the Maximizer program folder is C:\Program
Files\Maximizer. If Maximizer was installed in a different folder, then change the path accordingly.
The Maximizer dictionary and holiday files are not backed up as part of the Address Book backup procedure(s) described previously.
Therefore, if you have customized the dictionary or holidays, you need to back up those files separately, especially before upgrading or re-installing Maximizer.
To back up the dictionary and holiday files, copy them from the following location and paste them to another location, preferably the same location where your Address Book is backed up.
The user dictionary file is unique to each Maximizer workstation, so you will need to back up this file for each workstation.
User Dictionary File Location:
...\Program Files\Maximizer\MaData6\Userdict.lex
Holiday File Location:
...\Program Files\Maximizer\MaData6\Mxzhol.nam
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Converting Embedded Documents to Linked Documents
Note that a converted Address
Book size cannot exceed 4 GB
(4000 MB). If you are upgrading a Pervasive.SQL database to SQL Express, and the Address Book size exceeds
4 GB, the upgrade process is stopped and the initial state of the Pervaisve.SQL is retained.
Maximizer has a built-in utility in Administrator for converting embedded documents to linked documents. This allows you to manage the size of your Address Book.
If you use Maximizer Web Access sites, converting embedded documents to linked documents causes the documents to be unavailable to Web Access, Mobile Access, Partner Access, and
Customer Access users. The documents are accessible only through
Maximizer.
If necessary, you can move your linked documents from one location to another.
➤
To convert embedded documents to linked documents
In Administrator, select File > Document Administration >
Convert Embedded Documents.
Select the Convert embedded documents checkbox.
Specify the document size and age limits. If these values are left as zeros, all embedded documents regardless of size/age are converted to linked documents.
Optionally, select the Shrink database when completed checkbox. This reduces the size of the Address Book once the conversion is complete. If you haven’t chosen to convert your embedded documents, this reduces the size of the Address Book by removing any unused space.
Specify the folder in which linked documents will be stored in the Link Folder field.
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You should use the full UNC path as the location. For example, enter \\[computer name]\Linked Documents\. To ensure the correct UNC path is used, browse to computer and folder where the linked documents are to be stored.
Click the Recalculate button after revising the conversion settings to estimate the size of the Address Book with the revised settings.
➤
To modify the location of linked documents
In Administrator, select File > Document Administration >
Move Linked Documents.
Specify the folder where the linked documents were previously stored in the From folder.
Specify the new folder where the linked documents will be stored in the To folder.
You should use the full UNC path for both folders.
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Verifying and Recovering Address Book Data
You can verify and recover only one Address Book at a time.
Address Book verification enables you to quickly identify and resolve invalid and orphan items in your Address Book. You should always run Address Book verification and recovery after upgrading or restoring an Address Book. Also, if database views have not been created for any user-defined fields and are needed for generating reports, use Address Book verification and recovery to create the missing database views.
Address Book verification and recovery identifies the following
Address Book items.
Address Book Item Description
Orphan Contacts
Orphan alternate addresses
Contacts that are not associated with a
Company record.
Addresses that are not associated with an
Address Book record.
Orphan notes
Opportunity records with invalid
Start_Date field value
Notes that are not associated with an Address
Book entry, campaign, customer service case, or opportunity.
Opportunities whose start date does not match the earliest Sales Step start date (applies only to opportunities with an assigned strategy).
Notes with undefined Entity
Type
Notes that do not have an entity type value
(Address Book entry, opportunity, campaign, customer service case, or user) assigned to the record.
Orphan Link Records Opportunities that do not have a related
Address Book entry.
Broken Company
Library links
Orphan Company
Library links
Company Library links that try to connect to a missing document (link exists but the document is missing).
Company Library links that link to a missing
Company Library folder (document exists, link exists, but the Company Library folder is missing).
Orphan Company
Library documents
Misplaced
Document records
Company Library documents not listed in the
Company Library folders (document exists but the link is missing).
Documents whose Owner field contains an incorrect value.
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To see recovered entries, you must log in as MASTER or have rights to open other users’ entries.
Address Book Item Description
User-defined fields that do not have associated database
Views
Invalid Table UDF
Item records
User-defined fields for which a database view has not been created.
Table user-defined field items that have the wrong type (Company, Individual, Contact, etc.).
Invalid/orphan Table
UDF values
Table user-defined field values that reference non-existent table items.
When you choose to recover the Address Book, Maximizer transfers recovered Address Book entries into a single entry called “Recovered on [date of recovery]”, and it transfers recovered Company Library documents into a single folder called “Recovered on [date of recovery]”. You can then view the recovered entries and either delete or move them as needed.
➤
To verify an Address Book
In Administrator open the Address Book.
Select File > Address Book Verification.
Choose either the Verify Only or Verify and Recover option, and click OK.
If you select Verify Only and
Maximizer detects invalid records, it prompts you to recover them.
Maximizer runs the Address Book verification process, as well as the recovery process if you selected the second option. When it is complete, you see the Address Book Verification and Recovery
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Information dialog box, which contains a summary of each verification performed and the results of the verification.
If you selected the Verify and Recover option, open the
Address Book in Maximizer, and view the Recovered on [date]
Address Book entry. You can then delete or move the recovered entries.
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Exporting Data from Maximizer
You can export Address Book entries, customer service cases, and
Knowledge Base articles from Maximizer only, not Administrator.
Exporting Address Book entries creates a text file or XML file containing information from the current Address Book. It exports any Companies and Individuals selected in the Address Book list. If no
Address Book entries are selected, it exports all Companies and
Individuals currently displayed in the list.
The following sections contain information on exporting data from
Maximizer:
•
“Exporting Address Book Entries in XML Format” on page 289
•
“Exporting Address Book Entries in Text Format” on page 292
•
“Selecting Fields for Export” on page 294
•
“Exporting Customer Service Cases” on page 295
•
“Exporting Knowledge Base Articles” on page 297
Exporting Address Book Entries in XML Format
The unique ID is exported with each Company or Individual, but unique IDs for contacts are not exported.
These options are available for
XML export only, not CSV or tab-delimited exports.
Formula user-defined fields are exported as alphanumeric, date, or numeric user-defined fields. The values are exported, but they will not be recalculated after export.
By default, exporting Address Book entries in XML format exports name, address, phone number, email address, and company details information from the Basic Information tab of the selected
Companies and Individuals (or all entries in the list if none are selected). You can easily import this file into another Address Book.
You can optionally export the following additional information:
• Include contacts exports the contacts associated with the exported Address Book entries.
• Include Customer Service Cases exports customer service cases associated with the exported Address Book entries.
• Include Opportunities exports Opportunities associated with the exported Address Book entries.
• Include UDFs exports all Address Book user-defined fields associated with the exported Address Book entries, along with their attributes, and in the case of table user-defined fields, any items they contain. Keep in mind that exporting user-defined fields increases the length of time required for the export process, and not selecting this option improves speed.
• Include notes exports notes associated with the exported
Address Book entries, including date and time, owner, creator, type, and text fields.
• Include documents exports documents associated with the exported Address Book entries, including date and time,
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• Support non-English characters converts the contents of the exported XML file to Unicode format, which is required for languages using more than one byte per character, such as
Chinese. If you don’t select this checkbox, characters will be exported in ASCII format.
➤
To export Address Book entries in XML format
In Maximizer, open the Address Book window.
Select the Companies and Individuals to export. If you don’t select any entries, Maximizer will export all entries currently displayed in the Address Book list.
In the top-left corner of the window, click the Maximizer button, and select Import/Export/Transfer. Then, under
Import, select Address Book entries
The Export Address Book Entries dialog box opens.
From the Format drop-down list, select XML.
Click the Browse button.
Specify the destination location and File name for the exported file.
In the Save as type drop-down list, select either MXI or XML.
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Click Save.
Select any of the Export options, as needed. Each of the options is described before this procedure.
Click OK.
Maximizer exports the Address Book entries and additional data as selected in the options to the specified file.
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Exporting Address Book Entries in Text Format
User-defined fields that contain more than one item are not supported in a CSV or tab-delimited export. Use XML export instead.
Exporting to comma-separated values (CSV) format creates a file with a .CSV extension, which is readable by spreadsheets such as Microsoft
Excel and many other programs.
Exporting to tab-delimited format creates a text (.txt) file with tabs separating each field value. This file is readable by any program that supports .txt files.
Exporting to these formats exports selected Companies and
Individuals in the Address Book, but you do not have the option of exporting Contacts.
Unlike XML Format, exporting to CSV and tab-delimited format enables you to specify individual fields to export, including Address
Book user-defined fields.
You can also export Notes associated with the Companies or
Individuals. You have the option of exporting all notes or most recent notes.
➤
To export Address Book entries in CSV or tabdelimited format
In Maximizer, open the Address Book window.
In the top-left corner of the window, click the Maximizer button, and select Import/Export/Transfer. Then, under
Export, select Address Book entries.
The Export Address Book Entries dialog box opens.
From the Format drop-down list, select Comma Separated
Value or tab-delimited.
Click the Browse button.
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Specify the destination location and File name for the exported file.
Verify that the format you selected previously appears in the
Save as type field.
Click Save.
Select the DOS text checkbox to export data that is in DOS standard ASCII.
If the data is in ANSI ASCII (Windows default), do not select the checkbox.
If you want the field names to be exported as the first record in the exported file, similar to a headings row, select the Include
field names as first record in export file checkbox.
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Click OK.
The Select Fields for Export dialog box opens.
From the Available Maximizer fields list, select the fields to export by selecting each field and clicking Add.
– or –
Click Catalog to retrieve a previously saved export list.
Click Export to begin the export process.
Selecting Fields for Export
You cannot export encrypted user-defined fields.
When exporting to CSV or tab-delimited format, you must select which fields to export, and in which order. The Select Fields for
Export dialog box has two columns: the left column lists the Address
Book entry basic fields, user-defined fields, and two fields for notes; the right column is initially blank. Select the fields to export from the left column and add them to the right column.
The order of fields in the right column is the order in which they will be exported. If you need to change the order of any fields, select each one and click Remove to delete it from the list; then, in the right column, select the field after which you want to place another field.
Fields added to the right column appear directly below the field currently selected in the right column.
Once you have established the order of export fields as you would like it, you can click the Catalog button to save the export list for future exports. In the Export Catalog dialog box, click Add to create a new saved export list, or click Save to overwrite an existing export list. The Retrieve button opens an existing export list.
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Exporting Customer Service Cases
You can also export Customer
Service Cases from the Export
Address Book Entries dialog box, but doing so only exports cases associated with the exported Address Book entries.
For more control over which cases are exported, use the
Export Customer Service Cases menu item.
Formula user-defined fields are exported as alphanumeric, date, or numeric user-defined fields. The values are exported, but they will not be recalculated after export.
You can export customer service cases, their associated Address Book entries, as well as any related user-defined fields, notes, or documents. Exporting customer service cases exports any cases that have been selected in the Customer Service window (or all cases in the list if none are selected). The export file can be in either
Maximizer XML Interface (MXI) or XML format.
MXI and XML files are both in XML format. However, you can import into Maximizer with MXI files more easily than XML format. To import an MXI file, simply double-click the file and it automatically handles the import.
The Export Customer Service Cases dialog box includes the following options:
• Include UDFs exports all Customer Service user-defined fields associated with the exported cases, along with their attributes, and in the case of table user-defined fields, any items they contain. Keep in mind that exporting user-defined fields increases the length of time to export, and not selecting this option improves speed.
• Include notes exports notes associated with the exported cases, including date and time, owner, creator, type, and text fields.
• Include documents exports documents associated with the exported cases, including date and time, document type, document name, creator, owner, as well as the document data itself.
• Support non-English characters converts the contents of the exported MXI or XML file to Unicode format, which is required for languages using more than one byte per character, such as
Chinese. If you don’t select this checkbox, characters will be exported in ASCII format.
➤
To export customer service cases
In Maximizer, open the Customer Service window.
Select the cases to export. If you don’t select any cases,
Maximizer will export all cases currently displayed in the
Customer Service window.
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In the top-left corner of the window, click the Maximizer button, and select Import/Export/Transfer. Then, under
Export, select Customer Service Cases.
The Export Customer Service Cases dialog box opens.
Click the Browse button.
The Save As dialog box opens.
Specify the destination location and File name for the exported file.
From the Save as type drop-down list, select either MXI or
XML, and click Save.
The Save As dialog box closes.
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Select any of the Export options, as needed. Each of the options is described before this procedure.
Click OK.
Maximizer exports the customer service cases, associated Address
Book entries, and additional data as selected in the options, to the specified file.
Exporting Knowledge Base Articles
As with customer service cases, you can export knowledge base articles to either MXI or XML format. The resulting file contains the content of the article itself, as well as additional information, such as filename, file extension, keywords, product, status, and creator.
➤
To export knowledge base articles
In Maximizer, open the Knowledge Base window.
In the top-left corner of the window, click the Maximizer button, and select Import/Export/Transfer. Then, under
Export, select Knowledge Base Articles.
Specify the destination location and File name for the exported file.
From the Save as type drop-down list, select either MXI or
XML.
Click Save.
Maximizer exports the Knowledge Base articles to the destination file.
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Importing Address Book Data from MXI or XML Files
You can use Administrator or Maximizer to import Address Book entries, customer service cases, knowledge base articles, and other data from MXI (Maximizer XML Interface) or XML Files. These MXI and XML files may have been created by exporting from Maximizer or by exporting the information from another source and converting it to XML using the Maximizer XML schema. For more information
about the Maximizer XML Schema, refer to “” on page 359.
After importing Address Book entries into Maximizer, you can identify the imported records by selecting the View tab, and selecting All Lists from the Favorite List group in the Address Book window. A list of imported Address Book entries is stored in a favorite list named according to the file format and import date and time.
The following sections contain additional information on importing data from MXI and XML files:
•
“Importing MXI or XML Files Using Advanced Import” on page 298
•
“Unattended Import of MXI or XML Files” on page 300
Importing MXI or XML Files Using Advanced Import
For more control over importing MXI files, or to import XML files, use the Advanced Import method described below, which enables you to specify a number of preferences about how to import the file.
Note that customer service cases are always imported as separate records and are never merged with existing cases. Formula userdefined fields are imported as formulas as values.
Always back up the Address
Book before importing.
➤
To import from an MXI or XML file
In Administrator, select File > Import > Advanced Import.
For the File name field, click Browse and locate the .XML or
.MXI file to import.
Once you have selected the file to import, Maximizer fills in the
Log File field automatically.
To change the default Log File, click Browse and provide an alternate log file location and/or name.
Select a Log Level from the drop-down list.
Specify any additional import options in the other group boxes, or just use the default values.
Click OK to begin the import.
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Maximizer imports the data and then displays the number of records inserted, updated, and failed for each record type.
Click OK to close the message box.
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Unattended Import of MXI or XML Files
To import an MXI or XML file using OLE automation, refer to the ImportXMLFile function documentation in the
Customization Suite documentation.
An alternative to Advanced Import is an unattended import, which you can initiate by double-clicking the MXI or XML file or by passing parameters to the Maxwin executable (MaxWin.exe) through a command-line interface. When using unattended import, you may choose to specify some of the import preferences within the MXI or
XML file itself. For more information about MXI and XML files, refer
Importing MXI or XML Files by Double-Clicking
➤
To import an MXI or XML file by double-clicking
Locate the MXI file on the computer.
Double-click the file.
Select the Address Book to import into, and click Open.
Enter your User ID and Password in the Login dialog box, and click OK.
Maximizer imports the data, and then displays a message identifying the number of records inserted, updated, and failed for each record type.
Click OK.
Maximizer displays a message with the name of the Favorite List, which lists the imported Address Book entries.
Click OK to view the Favorite List.
Importing MXI or XML Files from the Command Line
The command-line syntax shown here uses sample parameter values.
To import an MXI or XML file from a command line, call Maxwin.exe with the following command-line syntax:
Maxwin.exe /DATABASE "EsconaTutorial" /USERID "JNAPOLI"
/PASSWORD "maximizer" /FILE="d:\ABentries051013.mxi"
Keep the following points in mind:
• Only one space is allowed after the DATABASE, USERID, and
PASSWORD keywords.
• Values must be surrounded by double quotation marks.
• The equal sign (=) after the FILE keywords must NOT have space before or after it.
• The FILE parameter must be the last parameter.
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Importing Data from Other File Formats
You can use Administrator to import Address Book information from other sources, such as ACT!, GoldMine, or Outlook.
After importing Address Book entries into Maximizer, you can identify the imported records by clicking the View tab, and selecting
All Lists from the Favorite Lists group, in the Address Book window. A list of imported Address Book entries is stored in a favorite list named according to the file format and import date and time.
Administrator provides the following methods of importing data.
The best import method depends on the type of data you are importing.
• Address Book Entries: This method imports entries from a CSV
(comma-separated values) or tab-delimited text file that is created when you export from Maximizer or another application. Outlook, for example, can export its address book to a text file. When you import from a text file, you must choose to import all the entries as Companies/Individuals or as Contacts, or you can do a two-tier import to import Companies/Individuals first and then import the associated Contacts. For more
information, refer to “Two-Tier Import” on page 303.
• ACT! or GoldMine Database: Importing an ACT! or GoldMine database is straightforward because Maximizer can detect the
ACT! or GoldMine database version and map the fields
automatically. Refer to “Importing Data from ACT! and
• Other Contact Manager Database: This option enables you to import a variety of data file formats, including Organizer,
Clipper, dBASE, FoxBase, and FoxPro, among others. For more
information, refer to “Importing from Other Contact Managers” on page 306.
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Use the following table to determine which import method to use.
File Type
Import Method(s)
(File > Import > ...)
ACT! 1.x, 2.x, 3.x, 4.x, 2000, 6.x
(*.dbf)
ACT! 6.0 or 2004 or earlier
ACT! 2005–2012 or ACT! Premium for Workgroups 2005–2012
ACT! 2005–2012 and ACT!
Premium for Workgroups 2005–
2012
GoldMine 6.7 or earlier GoldMine 2.x, 3.x, 4.x, 5.x, 6.x
(*.dbf)
GoldMine 6.7 Corporate Edition
(MSSQL)
GoldMine 8.x Premium Edition
(Firebird SQL, MSSQL)
Organizer 1.x (*.org)
GoldMine 6.7 Corporate Edition or earlier
GoldMine Premium Edition 8.x
Other Contact Manager Database
Other Contact Manager Database Delimited (*.txt, *.prn)
Comma Delimited (*.csv)
Tab Delimited (*.txt)
Clipper Summer '87 (*.dbf)
Address Book Entries
Clipper 5.x (*.dbf) dBase III, III+, IV (*.dbf)
Other Contact Manager Database
Other Contact Manager Database
Address Book Entries dBase V (*.dbf)
Visual dBase 5.x (*.dbf)
FoxBase/FoxBASE+ (*.dbf)
FoxPro 1.x, 2.x (*.dbf)
Visual FoxPro 3.x (*.dbf)
Other Contact Manager Database
Other Contact Manager Database
Other Contact Manager Database
Other Contact Manager Database
Other Contact Manager Database
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Field Mapping
When you import from a recognized database type, such as GoldMine or ACT!,
Maximizer automatically maps the fields for you.
When importing some types of data files, you need to map (create an association between) the fields in the source file and the fields in
Maximizer. Keep in mind that different applications name their fields differently. For example, the field for a company name is called
“Company” in Outlook and “Company or Individual” in Maximizer.
When you are importing a file type that requires you to map fields
Field Mapping dialog box opens where you can map Maximizer fields to fields in the source file. For each field in the source file, select one of the available Maximizer fields, and click Add to map the fields.
Select a corresponding Maximizer field for every field in the source file. If there is no corresponding field, select <Skip Field> from the list of Maximizer fields. When you have finished mapping the fields, the
Order of Import (middle column) displays the corresponding
Maximizer field beside each field in the Fields from File column.
Two-Tier Import
If you import a Company record, and an existing
Company record in the database has an identical
“Company” field, then the records are considered duplicates, and Maximizer will not import the duplicate
Company record. However,
Maximizer will import duplicate Individual and
Contact records.
Many contact management programs keep two types of address book entries:
• Companies
• Contacts for Companies
Maximizer keeps its Address Book entries organized in a similar way:
• Companies/Individuals
• Contacts (associated with a Company or Individual)
The Import Address Book Entries function enables you to perform a two-tier import. In a two-tier import, you first import Company entries as Companies/Individuals Address Book entries, and then you import the people as Contacts.
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Always back up the Address
Book before importing.
User-defined fields containing more than one available item are not supported in a CSV
(comma-separated values) import. Use the Advanced
Import feature or MTI
(Maximizer Transfer Interface) as an alternative.
Two-tier importing is only applicable to comma-separated value files, tab-delimited files, dBase III, III+, or IV, or XML files using the File >
Import > Address Book Entries command.
➤
To import Address Book entries (two-tier import)
From the File menu, select Import > Address Book Entries.
The Import Address Book Entries dialog box opens.
Click Browse and locate the file to import.
Select the Companies / Individuals option to import all records in the source file as Company or Individual Address Book entries.
(After you complete this procedure, repeat it a second time to import the Contacts. If you choose not to do a two-tier import, just select either Companies / Individuals or Contacts.)
In the Lead handling box, select the appropriate option for importing records as lead or non-lead Address Book entries.
Click OK.
To exclude a field from being imported into Maximizer, add
<Skip Field> to the middle column for that field position.
The Select Fields for Import dialog box opens.
In the Available Maximizer fields column, select the field that best corresponds to the first field in the Fields from file
<filename> column, and click Add.
Repeat this step until you have mapped all the fields from the source file to Maximizer fields.
For example, if the first field in the right column is First Name, select First Name from the Available Maximizer fields.
For fields that contain more than one value such as non-single valued table user-defined fields, and full/read access fields, each
You can save the field mapping for reuse by clicking the Catalog button.
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value must be its own column in the file and the same field must be mapped to each of those items.
The fields listed in the Available Maximizer Fields column is slightly different, depending on whether you selected
Companies / Individuals or Contacts as the Type of Import in step 3.
To convert text that is in capital letters (uppercase) into mixed case, select the Convert to name case checkbox.
Many comma-delimited data files use the first line as a column header. To exclude the first line from being imported, select the
Do not import first record; it is a header checkbox.
Click Import.
The data from the source file now imports into Maximizer.
Repeat this procedure a second time to import the second tier, except select Contacts instead of Companies / Individuals as the Type of Import in step 3.
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Importing from Other Contact Managers
The instructions below describe importing data from a contact manager other than ACT! or GoldMine. For information about
importing from ACT! or GoldMine, refer to “Importing Data from
ACT! and GoldMine” on page 309.
Always back up the Address
Book before importing.
➤
To Import Contacts from another type of contact management database
Select File > Import > Other Contact Manager Database.
The Import Databases dialog box opens.
From the List files of type drop-down list, select the file format of the database you are importing.
Locate the file you are importing. If the file is a network file, click the Network button or use the Drives drop-down list to access the network drive.
In the Import Options group box, select the options you want to include. Depending on the type of database you are importing, some of these options may not be available.
If you are importing a character delimited text file, you must specify a Date Format.
To do so, click the Date Format button, select the date format used in the source file, and click OK.
If you are importing a .txt or .prn file, you must also specify the character used as the field Delimiter in the import file.
Click the Delimiter button, select the delimiter type, and click
OK.
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In the Duplicate handling group box, select one of the options to specify what Maximizer should do when it encounters duplicate Address Book entries, and click OK.
To exclude a field from being imported into Maximizer, add
<Skip Field> to the middle column for that field position.
The Select Fields for Import dialog box opens.
In the Contact fields or Address Book entries fields lists, select the field that best corresponds to the first field in the
Fields from file <filename> column, and click Add. Repeat this step until you have mapped all the fields from the source file to Maximizer fields.
For example, if the first field in the right column is First Name, select First Name from the Contact fields or Address Book entries fields list.
Use Contact fields to create Contacts for Companies or
Individuals.
Use Address Book entries fields to create Company or
Individual Address Book entries.
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Click Import to begin the import process.
Once Maximizer imports the data from the import file, the
Conversion Completed or Import Completed message box displays the number of fields read, imported, skipped, failed, merged and the number of records with associated import warnings.
The Error Log appears next displaying the location of the import error message file. If you want to view this file, make a note of where it is located. Unless the import utility reports that all records were imported successfully, carefully review the
ERRORLOG.TXT file to identify and resolve import problems.
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Importing Data from ACT! and GoldMine
Duplicate Contacts are created on the second Import of the same ACT! or GoldMine database.
This section describes the procedure for importing data from ACT! or
GoldMine, as well as the field mapping for data imported into
Maximizer.
Importing Contacts from ACT! 6.0, 2004, or Earlier, or from GoldMine 6.5 or Earlier
Always back up your
Maximizer Address Book before importing data.
When importing GoldMine
Contacts, GoldMine must be installed on the same machine as Maximizer; the Borland database engine is required during the import.
➤
To import contacts from ACT! 6.0, 2004, or earlier, or from GoldMine 6.5 or earlier
From the File menu, select Import > ACT! 6.0 or 2004 or
earlier.
– or –
Select Import > GoldMine 6.5 or earlier.
The Import Databases dialog box opens. The file type is selected for you automatically.
Locate the file you are importing. If the file is a network file, click the Network button or use the Drives field drop-down list to access the folder.
In the Import Options group box, select the Log Errors to File checkbox if you want to log any errors that occur during the import process to a text file.
All other options in the Import Options group box are handled automatically by Maximizer.
Specify how you want duplicate records handled, and click OK.
If duplicate records are found in the data, the option you select here determines whether or not duplicate records are combined.
They will be added to the Address Book.
Maximizer requires that each Address Book entry be assigned a unique Address Book entry ID. If the import record contains an
Address Book entry ID that is the same as an existing Maximizer
Address Book entry or Contact, the Address Book entry ID of the imported entry is automatically changed when that entry is added to Maximizer and this action is recorded in the import error message file.
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Click OK to begin the Import process.
The Errorlog.txt file appears in the same folder as the import file. Unless the import utility reports that all records were imported successfully, carefully review the ERRORLOG.TXT file to identify and resolve import problems.
During the import process, a status indicator appears on the screen. Click Cancel if you want to halt the import process.
Once the data is imported, the Conversion Completed or Import
Completed message box displays the number of fields read, imported, skipped, failed, or merged, and the number of records with associated import warnings. Click OK to close the message box.
Importing from ACT! 2005–2012 or ACT! Premium for Workgroups 2005–2012
There are two methods of importing from an ACT! 2005–2012 database. The first method explains how to import from ACT! when both ACT! and Administrator are installed on the same machine. The second method explains how to import from ACT! when ACT! and
Administrator are on separate machines.
➤
To import from ACT! 2005–2012 or ACT! Premium for Workgroups 2005–2012 – Primary Method
Make sure you are logged into Windows as an administrator on the SQL Server machine. Also ensure no users are logged into the
ACT! database.
In Administrator, log into the Address Book where you want to import the ACT! database.
In Administrator, select File > Import > ACT! 2005-2012 and
ACT! Premium for Workgroups 2005-2012.
Always back up your
Maximizer Address Book before importing data.
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The Reattaching ACT! databases process may take several minutes.
Select the ACT! database to import from the drop-down list, and click OK.
Maximizer imports the database. When the import is complete, it displays the Import Statistics dialog box.
Click OK to close the dialog box.
The import is complete.
➤
To import from ACT! 2005–2012 or ACT! Premium for Workgroups 2005–2012 – Secondary Method
Back up your ACT! database in ACT!.
The Backup is typically saved to C:\Documents and Settings\<User
Name>\My Documents\ACT\ACT for Win 7\Databases\
In the Backup folder, there should be a zip file. Open this zip file and extract the .BAK file that contains the name of your ACT! database in the filename.
The extracted file is a SQL backup. Restore this backup to a normal SQL 2005 (or later) server.
See your SQL Server documentation for details on how to restore backups.
Once the backup is restored, create a DSN to point to the database on the SQL Server. For instructions on creating a DSN, refer to the procedure below.
Start Administrator.
Open the Address Book to import the data into.
Select File > Import > ACT! 2005-2012 and ACT! Premium
for Workgroups 2005-2012.
Click OK on the message box.
Click the Machine Data Source tab, select the DSN you created in step 4, and click OK.
You will be prompted for your sa password.
Enter the sa password, and click OK.
Maximizer begins importing the data.
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➤
To create a DSN to point to the database on the SQL
Server
Open Control Panel > Administrative Tools > Data Sources
(ODBC).
Click the System DSN tab, and click the Add button.
Select SQL Server, and click Finish.
Give a meaningful name and description, select the SQL server where you placed the restored backup, and click Next.
Select the With SQL Server authentication option, fill in the
Login ID as sa, enter the sa password, and click Next.
Select Change the default database to, select the restored
ACT! database from the drop-down list, and click Next.
Click Finish.
Click the Test Data Source button to make sure the DSN was configured correctly.
Click OK and then OK again to save the DSN.
Importing from GoldMine 6.7 Corporate Edition (or Earlier) SQL Databases
Always back up your
Maximizer Address Book before importing data.
➤
To import from a GoldMine 6.7 Corporate Edition
(or earlier) SQL database
Start Administrator.
Select File > Import > GoldMine 6.7 Corporate Edition or
earlier.
Click OK on the message box.
Click the Machine Data Source tab, select the GoldMine DSN, and click OK.
You will be prompted for your sa password.
Enter the sa password, and click OK.
Maximizer begins importing the data.
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Importing from GoldMine 8.x Premium Edition SQL Databases
Maximizer supports importing data from GoldMine 8.x Premium
Edition with MSSQL or Firebird SQL.
Always back up your
Maximizer Address Book before importing data.
➤
To import from a GoldMine 8.x Premium Edition SQL database
If you are importing from GoldMine 8.x with Firebird SQL, convert the Firebird SQL database to MSSQL. You can convert the database in GoldMine 8.02 or later. (In GoldMine, select
Tools > Database > New Databases.) For more information, see the GoldMine documentation.
In Administrator, select File > Import > GoldMine Premium
Edition 8.x.
Click OK in the message box.
Click the Machine Data Source tab, and select GoldMine DSN.
Click OK.
You will be prompted for your sa password.
Enter the sa password, and click OK.
Maximizer begins importing the data.
Setting User Passwords and Properties After Import
Note that if a user name contains spaces, the spaces are replaced with underscores, and the user names are shortened to 9 characters if necessary. After importing data, you can set each user’s password, preferences, and properties manually.
➤
To set user passwords, preferences, and properties after import
In Administrator, select File > Manage Users.
Select the Maximizer user, and click Administer User.
The Administer User dialog box opens.
In the Administer User dialog box, set the user properties, preferences, password, and other settings.
For more information on these settings, see “User
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ACT! Data Conversion
The following table describes field mapping between ACT! and
Maximizer. Before importing data into Maximizer, export the data from ACT! to a DBF file and use the DBF file for the import.
ACT! 2000 (5.0), 6.0, or 2004–2012 Maximizer
Company
Contact
Company
First Name & Last
Name
Title
Department
Phone
Fax
Toll-Free
Mobile
Alt Phone
Ticker
ID/Status
Position
Department,
Position
Phone 1
Phone 2
Phone 3
Phone 4
UDF Ticker Symbol
Category
Yes
No
Yes
Yes
Imported?
Comments
Yes
Yes ACT! Contacts are imported as Contacts in
Maximizer and the basic information about each Contact such as email address are imported into the Basic Info tab in the
Address Book entry dialog box. If any of the information associated with the Contact cannot be mapped to a Maximizer field in this tab, the information is imported as user-defined fields. In ACT!, First and Last
Name belong to the same single field. The correct names may not be properly imported into Maximizer. For example, a
Contact ‘Toni Spooner (female)’ in ACT! is imported into Maximizer as “Toni
Spooner” in the First name field and
“(female)” in the Last name field.
Yes
Yes
Yes
Yes
Yes
In Maximizer, Department is populated with the Department information of the first Contact and the rest in the Position field separated by comma.
Adds “Business” to the Phone Description field in Maximizer.
Adds FAX to Extension field in Maximizer.
Adds “Toll-Free” to the Phone Description field in Maximizer.
Adds CELL to Extension field in Maximizer.
Adds UDF to Company.
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ACT! 2000 (5.0), 6.0, or 2004–2012
Address
Address
City
State
Zip
Maximizer
Country Country
Salutation
Referred By
Web Site
E-mail Address
Last Result
Assistant
Asst. Title
Asst. Phone
User fields for
Contacts and
Companies
(ACT! 2005–2012 &
ACT! 2005–2012
Premium only)
Address
Division
City/Town
St/Co/Prov
Zip/Postcode
Salutation
UDF Referred By
Website
Creates Table UDF named “Result”
No
No
No
Creates UDFs for
Contacts and
Companies with the same name as in the source database
Yes
Yes
Yes
Yes
Yes
Yes
Imported?
Comments
Yes
Yes
Yes
Yes
First address line in ACT! is imported as
Address 1 in Maximizer. Second line goes to
Address 2. Address comes from one of the
Contacts for this Company and if there is no address, it may end up empty. Alternate addresses are added to Maximizer from different Contacts of the Company and alternate addresses are named by that
Contact. The same address is not added but renamed by the other Contact. For some
Contacts, the appropriate alternate address may not be selected.
Division in Maximizer may be populated by the address line in ACT!.
Imported correctly to main and alternate addresses.
Imported correctly to main and alternate addresses.
Imported correctly to main and alternate addresses.
Yes addresses.
Adds UDF to Company.
Imported into the Company’s website field.
Imported into the Contact’s email field.
Adds Company Table UDF with corresponding items selected for each
Contact.
These fields can be renamed and can be changed to different field types. Any fields that are of MEMO type or are more than
120 Characters are converted to Notes in
Maximizer.
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ACT! 2000 (5.0), 6.0, or 2004–2012 Maximizer Imported?
Comments
User 1...User 15
(ACT! 2000 (5.0), 6.0, or 2004 only)
Users
Creates UDFs named
“Details Field 1”…
“Details Field 15”
Yes
Users Yes
Adds UDFs to Company. Some UDFs that belong to some different Contacts in ACT! may be lost.
ACT! users are imported into Maximizer as users. Passwords are set to “maximizer” if the import was done using a DBF file. Users are displayed in the Administrator’s
Manage Users dialog box which may be accessed by selecting File > Manage Users.
If a user name contains spaces, the spaces are replaced with underscores, and the user names are shortened to 9 characters if necessary.
By default, passwords for users are set to
“maximizer”. Passwords can be changed manually for each imported user.
Notes
Schedule Call
Schedule To-do
Schedule
Appointment
Schedule Personal
Activitiy
Schedule Meeting
Notes
Hotlist Task
Yes
Yes
Notes Attachments Notes Attachments No
Document Document No
Groups
Sales/
Opportunities
History
(ACT! 2005-2012 &
ACT! 2005-2012
Premium only)
Appointments
Groups
Opportunities
Notes
Yes
No
No
Yes
The Company name of some conflicting tasks may not be preserved.
The Duration information in ACT! is not imported to Maximizer.
Recurring appointments are not imported.
Each entry from the History tab in ACT! becomes a Note in Maximizer.
GoldMine Data Conversion
The following table describes field mapping between GoldMine and
Maximizer.
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Note that Action, Call, and Appointment notes in GoldMine 6.x and
8.x may be in HTML format. When you import these notes into
Maximizer, they contain HTML tags.
GoldMine 5.x,
6.x, & 8.x
Maximizer
Company
Contact
First Name Initial
Last Name
Company
First Name Initial
Last Name
Title
Dept
Asst
Source
Address
City
State
Zip
Country
Phone 1-3
Fax
Web Site
Contact Type
Position
Dept.
Assistant (UDF)
Contact type (UDF)
Yes
Yes
Address1 & Address2 Yes
City/ Town
St/Co/Prov
Zip
Country
Phone 1-3
Phone 4
Website
Contact Type
Imported? Comments
Yes
Yes GoldMine’s Contact field contains (First Name)
(Initial) (Last Name) separated by spaces. In
Maximizer, appropriate fields are populated accordingly.
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
In Maximizer, Dept. is populated with the department of the main Company’s Contact.
Adds UDF to Contact record.
Adds UDF to Contact record.
Address from the main Contact becomes the main Company address. The first line in the
Address field from GoldMine goes to Address1 in Maximizer. The second line goes to
Address2. The third line from GoldMine is NOT imported.
Alternate Addresses in Maximizer are created from the addresses of the Contact from the
Contacts tab in GoldMine. Appropriate
Alternate Addresses are selected for imported
Contacts.
Imported correctly to main and alternate addresses.
Imported correctly to main and alternate addresses.
Imported correctly to main and alternate addresses.
Imported correctly to main and alternate addresses.
Appropriate extensions are imported.
Adds FAX to Extension field in Maximizer.
Email address of the main Contact is imported.
Email addresses of Contacts from the Contacts tab in GoldMine are also imported.
Imported to main Contact record.
Adds UDF to Contact record.
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GoldMine 5.x,
6.x, & 8.x
Business
Interest
Accnt Mngr
Open
Summary
Role
Status
Account Type
Account Size
No. of Users
Key Interest
Competitor
Platform
Notes
Maximizer
Business
Interest
Accnt Mngr
Open
Note
User role
Purchase Status
Account Type
Account Size
Users
Key Interest
Competitor
Platform
Note
Documents
Users
Details
Pending
Calendar
Document
Users
Notes
Hotlist Task
Hotlist Tasks
Yes
Yes
Yes
Yes
No
Yes
Imported? Comments
Yes
Yes
Yes
Yes
Yes
Yes
Adds UDF to Contact record.
Adds UDF to Contact record.
Adds UDF to Contact record.
Adds UDF to Contact record.
A note containing details from the Summary tab is created for the Company.
Appropriate UDFs are created in Maximizer and populated with proper values.
A note is created for the Contact in Maximizer and contains all the notes from the Notes tab in
GoldMine.
GoldMine’s users are imported into Maximizer as users. Users are displayed in the
Administrator’s Manage Users dialog box, which is accessible through the
File > Manage Users menu.
If spaces are included in a user name, the spaces are replaced with underscores, and the user names are shortened to 9 characters if necessary.
After import, users’ Windows Access, Web
Access, and Mobile Access are disabled in
Maximizer and must be enabled by the administrator.
By default, passwords for users are set to
“maximizer”. Passwords can be changed manually for each imported user.
For every detail, a note is created. Details are referred to as Profiles in the notes.
Each entry from the Pending tab in GoldMine is imported as Hotlist task in Maximizer.
Calls and Activities from GoldMine’s Calendar are imported as Hotlist tasks in Maximizer.
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GoldMine 5.x,
6.x, & 8.x
Referrals
History
Maximizer
Notes
Notes
Members
Tracks
Links
Opptys
No
Projects
Partner Notes
Email text (email) Documents
No
No
No
No
Yes
Yes
Imported? Comments
Yes
Yes
A note is created for every Referral. Referrals are called References.
Each entry from the History tab in GoldMine becomes a Note in Maximizer.
Limited information is imported.
Imports email as documents in the Documents window. This feature is supported for
GoldMine 8 only.
Field Mapping for Outlook
The following table describes the field mapping that is used in
Outlook Synchronization.
For more information on
Outlook Synchronization, refer
Outlook Synchronization” on page 162.
Maximizer Microsoft Outlook
Appointments
Subject
Start and End time date
Start time
End time
Reminder
Toggle alarm
Importance
Private
Location
Note (text box)
Tasks
Due date
Subject
Date
Start time
End time
Alarm time
Toggle alarm
Priority
Private
Location
Note (text box)
Date
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Microsoft Outlook
Alarm time
Subject
End time
Reminder set
Priority
Private
Maximizer
Time
Activity
End time
Alarm set
Priority
Private
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Transferring Entries between Address Books
Encrypted user-defined fields cannot be transferred or exported to another Address
Book.
Importing refers to copying data from an external database into a
Maximizer Address Book. However, transferring refers to copying data between Maximizer Address Books. Transferring data is ideal for merging Address Books together and sharing entries and setups.
Entries cannot be transferred using Administrator. You must use
Maximizer.
Transfer rights can be set on a per-user basis, although some field transfer options apply to all users.
The following sections contain information on transferring entries between Address Books:
•
“What Happens During a Transfer?” on page 321
•
“Transfer Summary Reports and Logging” on page 322
•
“Adjusting Address Book Transfer Settings” on page 322
What Happens During a Transfer?
Note that each Address Book entry has a unique ID.
Once you start a transfer, Maximizer uses the following rules to determine which records to copy from the source Address Book into the target Address Book:
• Address Book entry IDs: If an Address Book entry ID number from the source Address Book does not exist in the target
Address Book, the Address Book entry is inserted into the target
Address Book.
• Address Book entry names: If the Address Book entry ID number from the source exists in the target Address Book,
Maximizer compares the source and target Address Book entry names.
If the names are different, Maximizer changes the ID number in the target Address Book and inserts the entry as a new Address
Book entry.
If the Address Book entry names are the same, they are considered to be duplicate entries. In this case, Maximizer merges duplicate Address Book entries in the target Address
Book.
• Date and Time: Maximizer also checks the date and time of the record. It will not overwrite data in the target Address Book that has been modified more recently than the data in the source
Address Book.
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Transfer Summary Reports and Logging
Each time you transfer Address Book entries, Maximizer displays a transfer summary report. The report indicates the number of data items inserted, modified, bypassed, and deleted. It also displays the transfer setting used and other related information. You can print this report for your records.
As well, for each Address Book entry updated in the target Address
Book, Maximizer can optionally add a note. The note summarizes the fields that have been added, changed, and deleted. This feature can also be used if you want to find the data that has been added or modified. After a transfer, simply do a search by notes.
Adjusting Address Book Transfer Settings
Only the MASTER user can modify protection on fields.
You can set the options for transferring information between the open Address Book and other Address Books. Some of these are system options, which apply to all users; others are user-specific options, which apply to the selected user only.
Regardless of a user's transfer settings, encrypted user-defined fields cannot be transferred or exported to another Address Book.
➤
To adjust transfer settings for one user or all users
Select File > Manage Users.
Select a Maximizer user, and click Preferences.
Select the Transfer tab.
In the Protect fields from update list, double-click any fields you don't want included in the transfer.
• transfer options apply to all users.
• User specific field options apply to the selected user only.
In the Transfer options group box, set your transfer preferences.
In the Advanced options group box, set your advanced transfer preferences, which are described below:
• The Overwrite duplicates option overwrites the target
Address Book entry with source Address Book entry information when duplicate records are found.
• The Use record modify flag option sets a flag to "on" when an Address Book entry is added or modified. Maximizer uses it as an internal check to determine if the Address Book entry has been modified since the last transfer.
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• The Reset record modify flag option resets the record modify flag back to null (not modified) for each transferred record.
If you don't want Maximizer to add a note for every Address
Book entry that is added or updated in the target Address Book, clear the Log transfer results to notes checkbox.
Click OK to finish.
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Purging Outdated Notes and Documents
After a long period of activity, you may want to delete outdated notes and documents using Administrator’s purge feature.
When you purge notes, you must specify the note types to delete.
Note Type
Accounting
Customer
Service
History
Incoming call
Mail-out
Manual
Opportunity
Other
Outgoing call
Tasks
Timed notes
Transfer log
Creation Method
Created from accounting transactions. Applicable only to previous versions of Maximizer.
Notes created in the Address Book window when you add a case.
Notes created in the Address Book window when you send an email to one or more Address Book entries. Email notes are also created when you launch a campaign.
Created when opportunities cases, or campaigns are added or changed. History notes can be printed or searched only from these windows.
Created when you receive a phone call.
Created when users print labels, envelopes, or letters using the Maximizer Word Processor's merge feature. Mail-out notes are also created when users send an email to more than one Address Book entry.
Added manually to the Notes window.
Created in the Address Book window when opportunities are added or changed. Opportunity notes can be printed or searched only from the
Address Book window.
Third-party or custom notes created by the administrator.
Created when phone an Address Book entry.
Created when appointments or Hotlist tasks are scheduled or completed.
Created when the Timer is used while writing a note.
Notes logged when Address Book entries are transferred between Address Books.
The purge command deletes all notes, with the exception of other user’s private notes (unless the user purging the notes has rights to delete other users’ notes), in the specified date range for all Address
Book entries in the open Address Book. You should back up the
Address Book before purging notes.
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➤
To purge notes
In Administrator, open the Address Book you want to clean up.
Select File > Purge > Notes.
Specify a date range.
Maximizer deletes notes dated between the specified dates.
Select the type(s) of notes to delete, and click OK.
➤
To purge documents
In Administrator, open the Address Book you want to clean up.
Select File > Purge > Documents.
Specify a date range.
Maximizer deletes documents dated between the specified dates.
If you want to purge private documents belonging to other users, select the Delete other users’ private documents option.
Click OK.
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Using Log Files for Diagnosis
One of the most powerful tools in diagnosing a Maximizer installation is the automated logging feature. Maximizer supports logging for a number of server and client components.
You can control the amount of detail that is logged for various modules. The range of logging levels is 0 through 7:
• 0 = logging disabled
• 1 = least detailed
• 7 = most detailed
You can also control the frequency in which the log files are purged and if the information is sent to the Windows event log.
Logs are written into the default folder “\Program
Files\Maximizer\Logs”. You can define logging preferences in
Administrator and Maximizer. These preferences control the following registry keys.
Email Service
(CMGR-
Email)
HKEY_LOCAL_MACHINE\SO
FTWARE\
Maximizer
Software\Maximizer\
Modules\AutoProgService\E mail
CMGR-
Email_yyyymmdd.log
CMGR-
Service_yyyymmdd.log
MaAccess
(MACC)
HKEY_LOCAL_MACHINE\SO
FTWARE\
Maximizer
Software\Maximizer\
Modules\MACC\EVENTLOGS
ETTINGS
MACC_yyyymmdd.log
➤
To set logging preference values
In Maximizer, click the Setup tab and select Preferences. In
Administrator, select File > Preferences.
Select the Diagnostic tab.
If you want logs for all modules saved in one specific location, specify a default folder where your log files will be saved. If you don’t specify a location in this field or a location per module, logs are saved in the Logs folder where Maximizer is installed
(e.g., Program Files\Maximizer\Logs).
Select a module from the Preferences for this module dropdown list.
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If you want logs related to a module saved in a specific location, specify a folder in the Module log folder field.
Select a logging detail level from the Maximizer log level drop-down list.
Set your other logging preference values such as the frequency logs are purged. By default, logs are purged after 5 days.
Repeat the previous steps to configure logging for any other module(s).
Click OK.
If you changed the log settings for the Email Service (CMGR-
Email), you must restart the service(s) for the changes to take effect.
Restart these services from Windows Control Panel > Services.
For samples and explanations of Maximizer Email Service log files,
see “Maximizer Email Service Log Files” on page 340.
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System Reports
HTML reports can be opened easily in Microsoft Excel, where you can edit the data as required.
The Reports menu in Administrator enables you to quickly create a number of reports about the open Address Book, as described below.
Use the Reports tab in Maximizer to print other comprehensive reports. See the Maximizer CRM User’s Guide for more information.
Report
User ID List
User-Defined Fields
Information Reported
• Total number of users in the Address
Book
• Total number of security groups in the
Address Book
For each user in the Address Book:
• User ID
• Display Name
• First and Last Name
• Phone number
• Email Address
• Maximizer Login Enabled/Disabled status
• User’s Roles (Access Rights)
For each security group in the Address Book:
• Group Name
• Group ID
• Group members
• Folder (if applicable) and field name
• Type of entry the field is applicable to
(Company, Individual, Contact,
Opportunity, Campaign, Case, or User)
• Full Access and Read Access
• Type (Table, Date, Alphanumeric,
Numeric, Formula, Yes/No)
• Creator
• Requested by
• Description
• Attributes
• Items in table user-defined fields
• Usage count (only if Show Usage Count checkbox selected in Print Report dialog box)
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Report Information Reported
Address Book Summary Total number of each of the following types of entries in the current Address Book:
• Users
• Security groups
• Companies and Individuals
• Lowest, highest, average, and total number of contacts per Company and
Individual
• Opportunities (total and per status)
• Automated campaigns (total and per status)
• Traditional campaigns (total and per status)
• User-defined fields (total and per type)
• User-defined field entries (total and per type)
• Notes
• Documents
• Knowledge base articles (total and per status)
• Customer service cases (total and per status)
Sales/Marketing Teams Details about teams and team members, sorted by Team Type (Sales or Marketing)
• Team name
• Member user ID
• Member name
• Member status (member or team leader)
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Report Information Reported
Installed Workstations Details about any Maximizer workstation that has connected to the current Address
Book on the current server:
• Name of the Maximizer workstation machine
• Module used to connect to the server
(Administrator, Maximizer, etc.)
• Date and time when the module connected to the server
• Maximizer version, series, and build of the module
This report displays on-screen rather than printing. To print the report, press Alt and Print Screen to capture the report window to the Windows clipboard, and then paste it into a word processor or graphics program.
Current Users • Number of licenses in use
For each user currently logged into the
Address Book:
• User name
• Computer name
• Date and time logged in
• Maximizer module connected
Licenses installed:
• Product license number (PLN)
• Computer name
• Product
• User count
• Description
• Total number of applied licenses
This report displays on-screen rather than printing. To print the report, press Alt and Print Screen to capture the report window to the Windows clipboard, and then paste it into a word processor or graphics program.
C
H A P T E R
14
Troubleshooting
14
In this chapter...
“Recreating the Maximizer_Default User” on page 332
“Troubleshooting Issues with Automated Campaigns” on page 333
“Resolving Issues with Microsoft IIS” on page 335
“Troubleshooting Web Access Sites” on page 337
“Maximizer Email Service Log Files” on page 340
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Recreating the Maximizer_Default User
The maximizer_default security login is created during the initial installation of Maximizer.
The following are steps to recreate the Maximizer_Default user if it is not in the list of security logins in SQL.
➤
To create the maximizer_default security login
• Select Utilities > Repair Database.
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Troubleshooting Issues with Automated Campaigns
Use this section to troubleshoot potential issues with automated campaigns.
The following sections contain information on troubleshooting issues with automated campaigns:
•
“SMTP Time-out Error” on page 333
•
“Email Messages Use Wrong Character Set” on page 333
•
“Campaigns Remain “In Progress” without Activity” on page 334
SMTP Time-out Error
This issue describes SMTP time-out errors in automated campaigns.
Problem
Symptom
Resolution
For some subscribers, an automated campaign fails due to Time_out, and you are sure the subscriber's email address is valid.
A Time_out message displays in the notes of the affected campaign and Address Book entry.
Verify that the subscriber’s email address is valid. If it is valid, then increase the SMTP_TIMEOUT value. You can find the SMTP_TIMEOUT value in the MaConfig table Global Settings section. The default value for
SMTP_TIMEOUT is 100 (seconds). You can increase it to 500, 1000...n.
Email Messages Use Wrong Character Set
This issue affects email messages sent by automated campaigns using the wrong character set
Problem
Symptom
Resolution
Email messages sent by Maximizer Email Service use the wrong character set, ignoring the regional settings on a user’s computer.
Email messages sent by automated campaigns are illegible.
In Administrator, configure the Maximizer Email
Service to use the correct character set. For more
information, see “Configuring Email” on page 167.
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Campaigns Remain “In Progress” without Activity
This issue is a problem with campaigns remaining “In Progress” without any activity.
Problem
Symptom
Resolution
If the password for EMAILUSER is not synchronized, automated campaigns do not function properly.
A campaign’s status is “In Progress” but it is inactive and does not send out emails, faxes, or print jobs.
Change the EMAILUSER password to EMAILSYSTEM
(which is the default), synchronize passwords, and restart the Maximizer Email Service.
➤
To change the EMAILUSER password
In Administrator, select File > Manage Users.
Select EMAILUSER, and click Password.
Type EMAILSYSTEM in the New Password and Confirm
Password fields, and click OK.
Maximizer prompts you to apply the new password across all databases.
Click Yes to synchronize passwords.
➤
To restart the Maximizer Email
Select Start > Programs > Administrative Tools > Services to open the Services window.
Double-click Maximizer Email Service.
Click Stop.
Click Start to restart the service.
Click OK.
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Resolving Issues with Microsoft IIS
The following sections contain information on troubleshooting potential issues with Microsoft IIS:
•
“Configuring Maximizer Web Access on a 64-bit Operating
•
“Maximizer Components for IIS and Windows Server 2008 or
Configuring Maximizer Web Access on a 64-bit Operating System
This issue affects computers running Maximizer Web Access on a 64bit Operating System.
Problem
Symptoms
Resolution
Maximizer Web Access requires the 32-bit version of
ASP.NET 4.0 in order to run on a 64-bit operating system.
Maximizer Web Access does not work when installed on a 64-bit operating system.
Enable the 32-bit version of IIS on the machine that
Maximizer Web Access is installed on. For more
information, see “Microsoft IIS on 64-Bit Operating
Maximizer Components for IIS and Windows Server 2008 or 2012
If you are using Windows Server 2008 or 2012, you may need to perform additional steps before installing Maximizer components for
IIS. For more information, see “Microsoft IIS on Windows Server 2008 or 2012” on page 17.
If you continue to have problems, you may need to install additional roles for Web Server (IIS). In particular, ensure the following roles are installed:
• Under Common HTTP Features, Static Content.
• Under Application Development, ASP.NET and .NET
Extensibility.
• Under Security, Basic Authentication and Windows
Authentication.
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• Under Management Tools, all roles.
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Troubleshooting Web Access Sites
The following sections contain information on troubleshooting potential issues with web access sites:
•
“Maximizer Web Access Templates” on page 337
•
“User-Defined Field Visibility” on page 337
•
“Site Tree Control” on page 338
•
“Blocked Files in Maximizer Web Access” on page 339
Maximizer Web Access Templates
When the Sites (File > Web Access) dialog box is opened in
Administrator (File > Web Access), a “master list” of templates is compared with the template list stored for the Address Book. If any of the templates differ, you are prompted to overwrite the Address
Book templates with the master templates. If you have customized any of the templates used for Maximizer Web Access, you may wish to keep a backup copy or mark the templates as read-only so the files are not inadvertently overwritten.
The “master list” of templates is the list of files stored under:
\MxServer\Thinclients on the Maximizer application server
The list of templates available for publishing for an Address Book is stored under:
\MxData\<Address Book Name>\Html on the application server
If you have problems with an Address Book’s site templates, delete the “Html” folder under MxData and open the Sites dialog box in
Administrator—the Address Book’s templates folder. The template files then regenerate from the master template list. Other files in the folder—such as the online site Help files—are also regenerated.
User-Defined Field Visibility
Visibility of user-defined fields for Web visitors (external web access users) is based on what WEBUSER has security rights to view. To allow external visibility for a user-defined field, ensure WEBUSER has access to the field; if the user-defined fields belongs to a group, WEBUSER must be part of that group.
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Site Tree Control
This issue affects the tree view control in web access sites.
Problem
Symptom
Resolution
The sites use the Microsoft Internet Explorer
TreeView WebControl to display tree structures.
Maximizer CRM Server installs the graphical components of this tree control in the
C:\INETPUB\wwwroot folder in a subfolder called webctrl_client. Since C:\INETPUB\wwwroot is the default location of the Internet Information Services
(IIS) root folder, the control is assumed to be available from the root. However, if the location of the root folder (Default Web Site or other web site to which you may have moved the sites) has been changed, the graphical components of this control are no longer available and the control displays as simple text.
The tree view control in Maximizer Web Access,
Partner Access, and Customer Access may display
External Links, UDFs when in tree mode, and
Company Library data as long strings of text rather than the expected graphical tree structure representation. No interaction is available.
To correct this issue, copy the
C:\INETPUB\wwwroot\webctrl_client folder, and all its contents, to the new root folder designated as the Local Path of the new root under Properties for the Default Web Site in the IIS Manager. Detailed steps for this procedure are provided below.
➤
To resolve the site tree control display issue
Open the IIS Manager.
Right-click on the Default Web Site, or other web site to which you may have moved the sites, and click Properties.
Click the Home Directory tab.
Take note of the path in the Local Path field. This is the folder that you will copy the C:\INETPUB\wwwroot\webctrl_client folder and its contents to.
Close the Default Web Site Properties dialog box.
Open Windows Explorer.
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Copy the C:\INETPUB\wwwroot\webctrl_client folder and its contents to the Local Path identified in step 4 above.
The site tree structures should now display correctly.
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Blocked Files in Maximizer Web Access
This issue affects users after first logging in to Maximizer Web Access.
Problem
Symptom
Resolution
The web server configuration includes a firewall or other software that is blocking the
MaThinIEActiveX.ocx file.
When a user logs in to Maximizer Web Access, the web browser displays a message that the
MaThinIEActiveX.ocx file is blocked.
Configure the firewall to allow this file to be downloaded from the server. For more information,
see “ActiveX Controls in Maximizer Web Access” on page 203.
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Maximizer Email Service Log Files
The Maximizer Email Service log files store the following codes:
• 1 = Initialization or database connection problem
• 2 = Not used
• 3 = Exception (other error code)
Samples and explanations of both Maximizer Email Service log files
are included below. For more information on log files, see “Using
Log Files for Diagnosis” on page 326.
Sample CMGR-Email_yyyymmdd.log File
Line numbers are not written into an actual log and are provided here for convenience.
17:50:14 ================ OPENING LOG ================
CURRENT DATE:2010/05/16
1.
17:50:14 INFO [Line 1506] [ini]
COMMON_SERVER_SETTING =
2.
17:50:14 INFO [Line 1516] [ini] COMMON_Address
BookS = Escona
3.
17:50:14 INFO [Line 1534] [***] current Address
Book = Escona
4.
17:50:14 INFO [Line 1552] [ini] AUTO_EMAIL_RUN = 1
5.
17:50:14 INFO [Line 1570] [ini] DB_NAME = Escona
6.
17:50:14 INFO [Line 1579] [ini] DB_SERVER =
Servername
7.
17:50:14 INFO [Line 1588] [ini] SERVICE_USERID =
EMAILUSER
8.
17:50:14 INFO [Line 1607] [ini] SERVICE_Address
Book_PATH = DSN:MAP_ESCONA
9.
17:50:14 INFO [Line 1637] [ini]
AUTO_EMAIL_TEMPLATES = C:\Program
Files\Maximizer\ServerShared\Email Templates\
10.
17:50:14 INFO [Line 1646] [ini]
AUTO_EMAIL_SMTP_SERVER = mail.maximizer.com
11.
17:50:15 WARNING [Line 512] email to
'[email protected]' failed (Reason: Load template
'.etf' failed)
The test environment that produced this log had an invalid path for the email template directory, resulting in a detailed error in line 11.
12.
17:50:17 WARNING [Line 396] 0 email messages were sent successfully, 1 email messages failed
17:50:17 ================ CLOSING LOG ================
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Description of Sample CMGR-Email_yyyymmdd.log File
The following table describes some of the numbered lines from the previous example.
Line #
1
2
5
6
3
4
7
9
10
11
12
Description
Confirmation as to whether the Common Server setting parameter is enabled in the MaConfig table.
NOTE: This setting controls whether passwords are encrypted or not encrypted.
A list of all of the Maximizer Address Books—read from the
MaConfig table.
The current Address Book that the service is using.
Whether the Email Service is active or not.
1 = active; 0 = inactive
The name of the database that the service is accessing.
The name of the server that hosts the database; a generic name of servername is listed for demonstration purposes only.
The name of the server account that will be used to log in to the database.
The location of the email templates directory.
The name of the SMTP Server that the service will send email through.
Explanation why the email failed.
Count of successful and unsuccessful emails sent.
Sample CMGR-Service_yyyymmdd.log File
Line numbers are not written into an actual log and are provided here for convenience.
CURRENT DATE:2010/05/16
1.
17:49:12 INFO [Line 64] email service started
2.
17:49:12 INFO [Line 402] [ini]
AUTO_EMAIL_CYCLE_TIME = 1
3.
17:49:12 INFO [Line 410] [ini]
AUTO_EMAIL_TIME_UNIT = 0
4.
17:50:13 INFO [Line 402] [ini]
AUTO_EMAIL_CYCLE_TIME = 1
5.
17:50:13 INFO [Line 410] [ini]
AUTO_EMAIL_TIME_UNIT = 0
The error code #2 in line 6 identifies a problem locating the email template.
6.
17:50:17 INFO [Line 256] email service finished cycle with error code 2
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The warning in line 7 confirms that the email message was not sent.
7.
17:50:17 WARNING [Line 396] 0 email messages were sent successfully, 1 email messages failed
Description of the Sample CMGR-Service_yyyymmdd.log File
The following table describes some of the numbered lines from the previous example. Due to the error in the configuration as stated above, the send attempt failed.
Line #
6
7
1
2
Description
Launching of the send application.
The setting for the email send cycle; stated in minutes.
The status of the last send attempt.
Count of successful and unsuccessful emails sent.
A P P E N D I X
Administrator’s
A
Reference
In this chapter...
“MaConfig Table (Server and Address Book Configuration)” on page 344
“Maximizer File Types” on page 355
“Virtual Directories” on page 356
“Database Views for User-Defined Fields” on page 358
“Maximizer XML Interface (MXI)” on page 363
“Search String Language” on page 378
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Administrator’s Guide
MaConfig Table (Server and Address Book Configuration)
Maximizer uses a special SQL database called MaConfig to store the settings for the Address Books, global settings, and some IIS settings.
During a Workstation installation, the Maximizer Workstation Setup program reads from the server’s MaConfig table in the MaConfig database to obtain the correct registry settings for the workstation.
The following sections contain information on the MaConfig table:
•
“Editing the MaConfig Settings” on page 344
•
“Four-letter Module Codes” on page 344
• “MaConfig Table: Entries and their Meanings” on page 347
Editing the MaConfig Settings
If you need to edit the MaConfig table directly, you can access it through Microsoft SQL Enterprise Manager.
➤
To edit the Maximizer configuration settings in the
MaConfig table using Microsoft SQL Enterprise
Manager
Open Microsoft SQL Enterprise Manager.
Browse to the SQL Server, and select the MaConfig database.
Under Tables locate and select the MaConfig table.
Right-click the table, and select Open Table > Return All Rows.
Enterprise Manager displays the entire MaConfig table.
Edit the entries as needed, and close the table.
Four-letter Module Codes
Entries in the MaConfig table often contain a four-letter code to identify which component uses that particular entry.
Code Module
ADMN Administrator
AMGR Maximizer
AUTO Maximizer Automated Services
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Code Module
EXCH MaxExchange
MaConfig Table: Entries and their Meanings
The MaConfig table contains information about a set of Maximizer
Address Books. The MaConfig table is stored in the MaConfig database in SQL Server. Some of the entries in the table may not apply depending on the edition of Maximizer you are using.
The following tables describe the keys in the MaConfig table.
Table 1 Address Book Configuration Settings in the MaConfig Table
Section
<Address Book>
Key
AUTO_EMAIL_TEMPLATES
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
DASHBOARD_DISABLED
Dashboard_URL
DB_NAME
DB_SERVER
DB_SYS_TYPE
DB_USERFRIENDLY_NAME
DSGN_ISAPI_CUSTOMER
DSGN_ISAPI_PARTNER
DSGN_SSL_ISAPI
EADV_MASRCH_FILE
EADV_MASRCH_Update_URL
Value
Path to the automated campaign email template files (*.etf).
Determines if dashboards are disabled for the current Address Book: yes = Dashboards are disabled
This key is not included by default in the
MaConfig table. You must manually add a new entry to the table with this key for the specific Address Book.
URL of dashboards.
Actual name of the Maximizer database. It can be different from display name.
Network machine name of the computer that hosts the Maximizer configuration table
(MaConfig table).
Type of database used for the Maximizer
Address Book.
Display name of Maximizer database in
Address Book list.
URL of Customer Access.
URL of Partner Access.
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Table 1 Address Book Configuration Settings in the MaConfig Table
Section
<Address Book>
Key
HTML_TEMPLATES_PATH
Value
Path of the root HTML folder on the
Maximizer Application Server.
(Maximizer\Address
Books\<AddressBook>\Html).
<Address Book>
<Address Book>
<Address Book>
HTML_TEMPLATES_URL
IN_MEMORY_RESPONSE_TABLE
LIST_LIMIT Controls the maximum value of the Maximum entries field in the Search dialog boxes that can be carried forward to the next session.
The value of the Maximum entries field in any of the Search dialog boxes will always be less than or equal to the LIST_LIMIT value the next time the Search dialog box is opened. If the user selects a value less than LIST_LIMIT, that value will be selected automatically the next time they open the dialog box. If the user selects a value greater than LIST_LIMIT, the value will be reset to LIST_LIMIT the next time they open the dialog box. This control helps avoid overloading the SQL server.
By default, the value of LIST_LIMIT is 1000.
Setting LIST_LIMIT to 0 allows the “All” option to be saved for the next session.
<Address Book>
<Address Book>
Refresh ISAPI Details
RPTR_START_FINANCIAL_DAY
<Address Book>
<Address Book>
<Address Book>
<Address Book>
<Address Book>
RPTR_START_FINANCIAL_
MONTH
SERVICE_CMGR_PASSWORD
SERVICE_CMGR_USERID
SERVICE_DSGN_PASSWORD
SERVICE_DSGN_USERID
Day of the month (specified in
“RPTR_START_FINANCIAL_ MONTH”) in which the fiscal year begins.
Month (i.e., 1–12) in which the fiscal year begins.
Default email service password for automated campaigns (emailsystem).
Default User ID for email service login user.
(EMAILUSER).
Default WEBUSER password. (websystem).
Default User ID for ISAPI login user.
(WEBUSER).
<Address Book>
<Address Book>
<Address Book>
SERVICE_PASSWORD
SERVICE_SMTP_SERVER
SERVICE_USERID
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Table 1 Address Book Configuration Settings in the MaConfig Table
Section
<Address Book>
<Address Book>
<Address Book>
Key
SERVICE_WORKSPACE_PATH
PUBLISHED_PROJECTS
AUTO_TRANSLATE
Value
DSN of the Address Book.
This key must be created manually.
Create this key when a workstation that uses non-English regional settings must access a database that uses an English database collation. It affects the “Perform translation for character data” flag in the database DSN.
Set the value of this key to 0 or 1.
0 = Turn “Perform translation for character data” flag OFF
1 = Turn “Perform translation for character data” flag ON
If you use a database collation other than the default, SQL_Latin1_General_CP1_Ci_AS, set the value to 0.
This Key must also be added to the Global
Settings section.
Table 2 Global Address Book Server Configuration Settings in the MaConfig Table
Value Section Key
Global Settings AcntQB
Global Settings AcntQB0
Global Settings AcntQBDesc0
Global Settings AUTO_EMAIL_BATCH_CYCLE
Global Settings AUTO_EMAIL_BATCH_SIZE
Global Settings AUTO_EMAIL_CYCLE_TIME
Global Settings AUTO_EMAIL_JOB_PER_
THREAD
Global Settings AUTO_EMAIL_REDIRECT_URL_
BASE
Number of emails sent in the specified interval of time for the batch.
Number of polls in the time unit specified under
“AUTO_EMAIL_TIME_UNIT” in which the SQL
Server is checked for outgoing automated emails.
Length of prepared messages sent to queue per thread. The default is 20.
Specifies the URL of the script that redirects the email recipients to the Landing page URL in automated email campaign activities.
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Table 2 Global Address Book Server Configuration Settings in the MaConfig Table
Section Key
Global Settings AUTO_EMAIL_REQUIRES_AUTH
Global Settings AUTO_EMAIL_SERVICE
Global Settings AUTO_EMAIL_SMTP_PORT
Global Settings AUTO_EMAIL_THREAD_COUNT
Global Settings AUTO_EMAIL_TIME_UNIT
Value
Specifies if SMTP server requires authentication:
0 = Authentication not required
1 = Authentication required
Default server that hosts the Email Service.
Port number of the SMTP server. The default is
25.
Number of email threads. This value cannot be higher than 31 and the default is 20.
Time unit used for AUTO_EMAIL_CYCLE_TIME:
0 = Minutes
1 = Hours
2 = Days
3 = Months
Global Settings AUTO_PRINTFAX_BATCH_CYCLE
Global Settings AUTO_PRINTFAX_BATCH_SIZE
Global Settings AUTO_PRINTFAX_CYCLE_TIME
Global Settings AUTO_PRINTFAX_TIME_UNIT
Global Settings BTI_PATH
Global Settings CAMPAIGN_PRINTFAX_DEVICES
Number of print jobs for each batch.
Number of polls in the time unit specified in
AUTO_PRINTFAX_TIME_UNIT, in which the SQL
Server is checked for outgoing automated print jobs and faxes.
Time unit used for
AUTO_PRINTFAX_CYCLE_TIME:
0 = Minutes
1 = Hours
2 = Days
3 = Months
Defines the UNC location of the
“Maximizer\Address Books” folder on the
Maximizer Main Server. The “Address Books” folder is usually shared as “EAddress Books”, so that in a typical installation the UNC path would be “\\<servername>\ EAddress Books”.
List of printers and fax software used by the
Maximizer Print/Fax Service.
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Table 2 Global Address Book Server Configuration Settings in the MaConfig Table
Section Key
Global Settings COMMON_WORKSPACES
Global Settings Dashboard_URL
Global Settings DB_SERVER
Global Settings DB_SYS_TYPE
Global Settings EMPLOYEE_PORTAL_URL
Global Settings ENCRYPTION_TYPE
Global Settings IIS
Global Settings IIS External Server
Global Settings IIS Internal Server
Global Settings Install Path
Global Settings License_MAXIMIZER
Global Settings License_MAXIMIZER_DESCn
Global Settings License_MAXIMIZERn
Global Settings License_PORTAL
Global Settings License_PORTAL_DESCn
Global Settings License_PORTALn
Global Settings Maximizer Server
Global Settings Maximizer Server Setup
Value
Defines the Maximizer Address Books that are to appear in the Address Books list when you open an Address Book. The Address Book names should be separated by a comma, as in
“COMMON_ Address BookS=Address
Book1,Address Book2,Address Book3”. Each
Address Book listed here should have a corresponding section in the MaConfig table.
For example “Address Book1” would have a
“[Address Book1]” section.
URL of dashboards.
Name of database server.
Type of database (SQL).
URL of Maximizer Web Access.
Type of encryption:
0 = Standard
1 = No encyption
2 = BLOWFISH40
Name of the IIS Server.
Network machine name of the IIS Server that you have set up for external Internet access.
Network machine name of the IIS Server that you have set up for internal access.
Local path of the Maximizer program folder on the Maximizer Application Server.
Number of installed Maximizer PLNs (Product
License Numbers).
Description of nth Maximizer PLN.
nth Maximizer PLN.
Number of installed Web Access Site PLNs
(Product License Numbers).
Description of nth Web Access Site PLN.
nth Web Access Site PLN.
Network machine name of the Maximizer
Server.
Maximizer series number installed on the
Maximizer Application Server. This value is set by the installation program.
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Table 2 Global Address Book Server Configuration Settings in the MaConfig Table
Value Section Key
Global Settings NONTESTED_COLLATION_LIST
Global Settings ONETOONE_REQUIRES_AUTH
Global Settings ONETOONE_SMTP_SERVER
Global Settings ONETOONE_SMTP_SERVER_
PORT
Global Settings Server Path UNC
Global Settings SMTP Server
Global Settings SMTP_TIMEOUT
Refers to the UNC path of the “Maximizer\
ServerShared” folder. The “ServerShared” folder is shared as “MaximizerServer” during a
Maximizer installation. For example, a typical installation would have the entry “Server Path
UNC=\\<servername>\ MaximizerServer”.
Specifies the name of the outgoing mail server used for automated campaigns.
Duration that the email service waits for the
SMTP server’s response for each email. The unit of measurement is in seconds.
Global Settings SQL_SERVER
Global Settings <IIS Server>_Domain Name
Global Settings TESTED_COLLATION_LIST
HTTP server name.
Comma-delimited list of SQL database collations supported by Maximizer.
Global Settings Thin_Clients_Installation
Global Settings USE_UNIFIED_LOGIN
Global Settings AUTO_TRANSLATE
“Trusted Connection” login security:
0 = Disabled
1 = Enabled
This key must be created manually.
Create this key when a workstation that uses non-English regional settings must access a database that uses an English database collation. It affects the “Perform translation for character data” flag in the database DSN.
Set the value of this key to 0 or 1.
0 = Turn “Perform translation for character data” flag OFF
1 = Turn “Perform translation for character data” flag ON
If you use a database collation other than the default, SQL_Latin1_General_CP1_Ci_AS, set the value to 0.
This Key must also be added for the Address
Book with the non-default database collation.
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Table 3 ISS Server Configuration Settings in the MaConfig Table
Value Section Key
IIS_<IIS Server> BASE_HREF
IIS_<IIS Server> IIS_URL
IIS_<IIS Server> WORKSPACE
IIS_<IIS Server> WORKSPACE_PATH
Virtual directory path of the “Scrptpub.dll”.
Installation path of the Address Books folder.
Table 4 Live Update Configuration Settings in the MaConfig Table
Value Section
Live Update
Live Update
Live Update
Key
Enable
Enable Auto
Server Base URL
Table 5 Workstation Configuration Settings in the MaConfig Table
Section
Workstation_
<Server>
Workstation_
<Server>
Key
Installed_Series
Setup_Completion_Date
Value
The ADMN_Config table in your Maximizer Address Book database contains Address Book-specific settings.
AppCode SubKeyCode KeyCode
ALLOW_COPY_
CLIENTS_TO_
OUTLOOK
AUTO_EMAIL_
PASSWORD
AUTO_EMAIL_
REQUIRES_AUTH
Comment
Controls Address Book synchronization between Maximizer and Outlook.
0 = Disable (default)
1 = Enable
Maximizer Email Service outgoing
SMTP server account password
Enable/disable Maximizer Email Service outgoing SMTP server authentication
0 = Disable
1 = Enable
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AppCode KeyCode SubKeyCode Comment
AUTO_EMAIL_RUN
AUTO_EMAIL_
SERVICE
AUTO_EMAIL_SMTP
_PORT
AUTO_EMAIL_SMTP
_SERVER
AUTO_EMAIL_
TEMPLATES
AUTO_EMAIL_
USERNAME
ClientUdfInfo
ClientUdfInfo
ClientUdfInfo
Mandatory Basic
Fields
NotifyAction
("CustomerNotify")
ResponseTime
Address Format
MyWorkDay
Calendar
Calendar
Calendar
Calendar
Automated services activation
0 = Inactive
1 = Active (but not yet used by any automated services)
2 = Active
The name of server which hosts the automated services
Maximizer Email Service outgoing
SMTP server port number
Maximizer Email Service outgoing
SMTP server name
Automated services templates path
Maximizer Email Service outgoing
SMTP server account name
CustomerService
EssentialUDFs
EssentialUDFs_
Caption
Company, Contact or Individual
CustomerService
Essential UDFs
Essential UDFs group box caption
Marks basic field as mandatory for specific entry type
Notify Address Book entry when a customer service case is created for them
Default case response time CustomerService
0 Custom address format, accessible from Preferences > Format
MyWorkDayCaption Caption text for Overview page, set in
Administrator preferences
Appt_iCal_Attachme nt
Preference for including an iCal attachment in an appointment notification email.
CarryForward CarryForward for Hotlist in Calendar window
HideLegend
HideTask
Hide/Show user and location/resources legend
Hide/Show Hotlist tasks in Calendar
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AppCode KeyCode SubKeyCode Comment
Calendar
EMAIL_DEFAULT
_TEMPLATE
Legend
0
Users, resources, and locations visible in legend
DataMachineID,
SequenceNumber of the email template in the AMGR_Letters table.
Client_id of a recent entry
Hide/Show recent entries on Icon bar
RecentEntries
RecentEntries
DefaultAbTab
Format(User)
Format(User)
0 bVisible
ShowDisabled
Name
NumToShow
Show/Hide disabled users
User format
Number of recent entries to show RecentEntries
LastCatalogSearches
MWD_LAYOUT
MWD_STARTUP
PRINTER<n> NAME
Printing Rights Rights
Quick Access Entries bVisible
What is shown in MWD
Whether or not MWD opens on startup
Printer name or UNC path
Allow printing to specified output
Show/Hide quick access list on Icon bar
NOTIFICATION
Quick Access Entries Selected Commands Action listed in quick access
User_Colors Resource Resource colors
User_Colors
Column Setup
Column Setup
IconBarButtonOrder
User
Address Book
Campaigns
Campaigns
User Colors
IconBarButtonHide
AutoEmail
The order of the buttons in the icon bar.
The icons that are hidden on the icon bar.
Event notification for Maximizer Email
Service fatal error
NOTIFICATION
NOTIFICATION
AutoPrintFax
NOTIFICATION_
SETTING
EVENT_MAX_AUTO
_EMAIL_FATAL
EVENT_MAX_AUTO
_PRINTFAX_FATAL
Notification CFG
Version
Event notification for Maximizer Print/
Fax Service fatal error
Event notification version number.
Used to synchronize the
EventNotification.cfg file with these table entries.
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AppCode KeyCode
NOTIFICATION NOTIFICATION_
SETTING
NOTIFICATION NOTIFICATION_
SETTING
NOTIFICATION NOTIFICATION_
SETTING
NOTIFICATION NOTIFICATION_
SETTING
NOTIFICATION NOTIFICATION_
SETTING
NOTIFICATION NOTIFICATION_
SETTING
NOTIFICATION NOTIFICATION_
SETTING
NOTIFICATION NOTIFICATION_
SETTING
SubKeyCode
NOTIFICATION_
ENABLE
NOTIFICATION_
REQUIRE_AUTH
Comment
Event notification activation
0 = Inactive
1 = Active
Enable/disable events notification outgoing SMTP server authentication
0 = Disable
1 = Enable
Event notification sender email address
Event notification sender name (email)
NOTIFICATION_
SENDER_ADDRESS
NOTIFICATION_
SENDER_NAME
NOTIFICATION_
SMTP_AUTH_NAME
NOTIFICATION_
SMTP_AUTH_
PASSWORD
NOTIFICATION_
SMTP_PORT
NOTIFICATION_
SMTP_SERVER
Event notification outgoing SMTP server account name
Event notification outgoing SMTP server account password
Event notification outgoing SMTP server port number
Event notification outgoing SMTP server name
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Maximizer File Types
The following table lists the extensions of file types created in the registry during the Maximizer installation.
Extension Application
.MDE
MaxWin.exe
.MEC
.MET
.MXD
.MXI
.MTI
ecMecIm.exe
MaxWin.exe
MaxWord.ter
MaxWin.exe
MaxWin.exe
Comment
Maximizer Data Exchange file used by email transfer (prior to version 7 – now
.MET)
OrderDesk’s order data file
Maximizer Email Transfer files (version
7 and higher)
Maximizer Document extension
Maximizer XML format data file
Maximizer Transfer Interface (CSV format data file – elaborate or skip CSV altogether; manual says EDI, flags, etc.)
The following table lists the extensions of file types used by
Maximizer. These file types have no association in the registry.
Extension
.ETF
Application
MaxWord.ter
Comment
Template files used for automated campaigns, customer service emails, and by MaxWord
The following table lists the extensions of file types created in the registry during the MaxExchange installation in previous versions.
Extension Application
.MEX
Comment
MaxExchange lock file
The following table lists the extensions of file types used by
MaxExchange in previous versions. These file types have no association in the registry.
Extension Application
.HDR
.ATT
.MA
Comment
Packet header file
Data packet file
Internally used by MaxExchange to store information about email data packets (as in Dld_q.ma)
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Virtual Directories
The following table describes the virtual directories created by the
Maximizer installation.
By default, [Install Directory] is C:\Program Files\Maximizer\.
Virtual Directory Description
MaximizerWebAccess Maximizer Web
Access
MaximizerMobileAcce ss
Mobile Access
MaximizerPartner Partner Access
MaximizerCustomer
Dashboard
Campaigns
Customer Access
Dashboards
Statistics for email campaigns
Directory
[Install Directory]\
Portals\Employee
[Install Directory]\
Portals\Wireless
[Install Directory]\
Portals\Partner
[Install Directory]\
Portals\Customer
[Install Directory]\
Portals\Dashboard
[Install Directory]\
Campaign Manager\
Statistics
Virtual Directory Permissions
The following sections list the default permissions for the virtual directories created by the Maximizer installation.
Maximizer Web Access, Partner Access, and Customer Access Virtual Directories
The following table lists the default permissions for the
MaximizerWebAccess, MaximizerPartner, and MaximizerCustomer virtual directories:
Permission
Read Access
Write Access
Script Source Access
Directory Browsing
Indexing
Log Visits
Setting
True
False
False
False
True
True
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Permission Setting
Default Document Default.aspx
Delete During Uninstall True
Execute Permissions
Application Protection
Application Mappings
Session Timeout
Scripts Only
Medium
Default mappings
20
ASP Script Timeout 90
Authentication Methods Anonymous + Integrated Windows
Campaigns Virtual Directory
The following table lists the default permissions on the Campaigns virtual directory:
Permission Setting
Read Access
Write Access
Script Source Access
Directory Browsing
Indexing
Log Visits
True
False
False
False
True
True
Default Document Default.asp
Delete During Uninstall True
Execute Permissions
Application Protection
Scripts Only
Medium
Application Mappings
Session Timeout
Default mappings
20
ASP Script Timeout 90
Authentication Methods Anonymous + Integrated Windows
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Dashboard Virtual Directory
The following table lists the default permissions for the Dashboard virtual directory:
Permission Setting
Read Access
Write Access
Script Source Access
Directory Browsing
Indexing
Log Visits
True
False
False
False
True
True
Default Document Default.asp
Delete During Uninstall True
Execute Permissions
Application Protection
Scripts and Executables
High
Application Mappings
Session Timeout
Default mappings
20
ASP Script Timeout 90
Authentication Methods Anonymous + Integrated Windows
Database Views for User-Defined Fields
When you create a user-defined field, a database view for that userdefined field is also created. You can use these views to report on user-defined fields in Crystal Reports. For example, when a new
Address Book user-defined field called “Salary” is created, a new view named “A_Salary” is dynamically created. Based on the type of user-defined field, the view name is prefixed by a designated letter.
The following table identifies the table or view name prefixes for each type of user-defined field.
Maximizer uses the Microsoft SQL database driver (MAS_ DSN).
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Microsoft SQL View Prefixes
The Microsoft SQL driver creates database views for user-defined fields, using the following prefixes.
Prefix Type of user-defined field
O_
U_
S_
A_
BP_
C_
CS_
Address Book
Third-Party Integration
Campaign
Customer Service
Opportunity
Users
System
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Maximizer XML Interface (MXI)
Maximizer enables you to import Address Book entries, customer service cases, and knowledge base articles from Maximizer or other applications using XML. If the records were exported from Maximizer in MXI (Maximizer XML Interface) or XML format, you can import them back into Maximizer directly. However, to import records from other applications in XML format, you must ensure that the XML file conforms to the Maximizer XML schema.
After you have converted your data to XML format, you can use the
Import command to import this data into an Address Book.
The names of and relationships between the elements in the
Maximizer XML schema correspond to the Maximizer Address Book fields, with a few exceptions. Several elements are named “Detail...”.
These elements correspond to user-defined fields:
• DetailDef – Definition of a user-defined field.
• DetailDate – Date user-defined field.
• DetailNumber – Numeric user-defined field.
• DetailString – Alphanumeric user-defined field.
• DetailList – Single-value table user-defined field.
• DetailListMulti – Multiple-value table user-defined field.
• DetailFormula – Formula user-defined field.
• DetailBoolean – Yes/no user-defined field.
The following sections outline the tree-structure hierarchy of
Maximizer XML elements. The first section outlines just the top-level elements, and the following sections outline the elements below the top-level. Mandatory elements are shown in bold, and are mandatory only if their parent element is used.
Top-Level Elements
The <AllData> element is the root element, which contains the following elements, which contain all other elements. For specific information about each of the elements, refer to the appropriate section.
<AllData>
<ImportOptions>
See ImportOptions Element.
</ImportOptions>
<DetailDef>
See DetailDef Element for sub-elements.
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</DetailDef>
<Individual>
See Individual Element for sub-elements.
</Individual>
<Company>
See Company Element for sub-elements.
</Company>
<KnowledgeBaseArticle>
See KnowledgeBaseArticle Element for sub-elements.
</KnowledgeBaseArticle>
<Case>
See Case Element for sub-elements.
</Case>
</AllData>
ImportOptions Element
The <ImportOptions> element and its sub-elements describe how
Address Book entries and customer service cases should be imported.
<ImportOptions>
<LeadHandling></LeadHandling>
<ClientIdGeneration></ClientIdGeneration>
<LogFile></LogFile>
<LogLevel></LogLevel>
<ClientOptions>
<MatchMode></MatchMode>
<MatchDetail></MatchDetail>
</ClientOptions>
<ContactOptions>
<MatchMode></MatchMode>
<MatchDetail></MatchDetail>
</ContactOptions>
</ImportOptions>
The following table describes the values of each of the
<ImportOptions> elements. The valid values for each element are listed in the Value column. The Equivalent Field column identifies the field in the import dialog boxes that sets the same import option.
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Element Name
LeadHandling
ClientIdGeneration Setting
LogFile
LogLevel
ClientOptions
ContactOptions
Valid Values
Lead
Equivalent Field(s) in
Maximizer
Import all entries as leads
Normal Import all entries as non-leads
File
System
File
0
1
5
7 n/a n/a
Use values from the import file n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a
Description
Imports all Address Book entries in the import file as sales leads, regardless of any sales lead values specified in the file.
Imports all Address Book entries in the import file as non-sales leads, regardless of any sales lead values specified in the file.
Imports Address Book entries as either sales leads or non-sales leads, as specified in the values of the import file.
This is the default option.
If the file was exported from Maximizer, the sales lead status of each Address
Book entry was automatically included in the exported file. This option simply carries those values forward to the imported records.
If the imported Address Book entry contains a Client ID, it uses the Client ID of the imported entry.
If the imported Address Book entry does not contain a Client ID, it creates a new
Client ID for the imported Address Book entry.
Creates a new Client ID for each imported Address Book entry.
Uses the Client IDs of the Address Book entries being imported.
Path and filename where the log file should be saved (e.g., c:\folder\file.log).
Do not log (leaving this element value blank has same result).
Log errors only.
Log record additions and field changes.
Record all details (very large log file size).
Client Options apply to Company and
Individual Address Book entries; Contact
Options apply to Contact Address Book entries. Client Options and Contact
Options are defined in the nested
<MatchMode> and <MatchDetail> elements.
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Element Name
MatchMode
MatchDetail
Valid Values
Equivalent Field(s) in
Maximizer
AlwaysInsert n/a
Id
Name
Detail n/a n/a n/a n/a
Description
Inserts all Company, Individual, and
Contact records from the import file and does not match imported records to existing records. Duplicate entries may result.
Uses Address Book identification values as the criteria for matching records. For
Company and Individual records, this option uses the Client ID field to match entries. For Contact records, this option uses the Client ID and Contact Number fields to match entries.
Company records will use the Company field, and Individual and Contact records will use the Last Name field as the criteria for matching records.
Specifies an alphanumeric user-defined field to use as the criterion for matching records. Only Address Book entry userdefined fields that apply to the applicable record type appear in this list.
Name of the alphanumeric user-defined field to use to match entries when
MatchMode is set to Detail.
DetailDef Element
The <DetailDef> element and its sub-elements describe the userdefined field definitions. If the user-defined field includes a description, it appears in the <Description> element. If it is a table user-defined field, the table items each appear in the <ListItem> elements.
<DetailDef Name=”” Type=””>
<Description></Description>
<ListItem></ListItem>
</DetailDef>
Much of the information about the user-defined field is stored in the element’s attributes, which are described in the following table.
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Attribute
Name
Type
Cases
Data Type
string string string
Companies string
Individuals string
Contacts string
DateAnnual string
RetainYear string
Hotlist
Length integer integer
No
Yes
No
Yes
No
Yes
No
Yes
Yes
Valid Values Description
Multiple
Single
Date
String
Number
Name of the user-defined field.
Indicates the type of user-defined field:
• Multiple = Table user-defined field that allows selection of multiple items.
• Single = Table user-defined field that allows selection of single item only.
• Date = Date user-defined field.
• String = Alphanumeric user-defined field.
• Number = Numeric user-defined field.
• Formula = Formula user-defined field.
• Boolean = Yes/No user-defined field.
This attribute also applies to the <Detail> elements within other elements.
The maximum length of the Type attribute is 80 characters.
Indicates whether the user-defined field can be assigned to
Cases.
Indicates whether the user-defined field can be assigned to
Company, Individual, or Contact Address Book entries.
Yes
1
Applies to Date user-defined fields only.
Yes = Annually recurring event.
Applies to Annually Recurring Date user-defined fields only.
Yes = Retain year in annually recurring dates.
Applies to Date user-defined fields only.
1 = Create Hotlist task.
Applies to Alphanumeric user-defined fields only.
Indicates the maximum length of the field value.
Individual Element
The <Individual> element describes an Address Book entry for an
Individual. Mandatory sub-elements are shown in bold.
<Individual>
<ContactNo></ContactNo>
<FirstName></FirstName>
<LastName></LastName>
<Initial></Initial>
<MrMs></MrMs>
<Title></Title>
<Salutation></Salutation>
<Phone>
<Number></Number>
<Extension></Extension>
<Description></Description>
</Phone>
<Email>
<Address></Address>
<Description></Description>
</Email>
<Department></Department>
<Division></Division>
<ReportsTo></ReportsTo>
<AssignedTo></AssignedTo>
<Category></Category>
<DoNotSolicitBy></DoNotSolicitBy>
<Website></Website>
<Created></Created>
<LastModified></LastModified>
<SalesLead></SalesLead>
<Address>
See Address Element.
</Address>
<DetailDate Name=””></DetailDate>
<DetailNumber Name=””></DetailNumber>
<DetailString Name=””></DetailString>
<DetailList Name=””></DetailList>
<DetailListMulti Name=””>
<Value></Value>
</DetailListMulti>
<Note>
See Note Element.
</Note>
<Document>
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See Document Element.
</Document>
<Id></Id>
<Firm></Firm>
<Contact>
See Contact Element.
</Contact>
</Individual>
Company Element
The <Company> element describes an Address Book entry for a
Company. Mandatory sub-elements are shown in bold.
<Company>
<Id></Id>
<Name></Name>
<Department></Department>
<Division></Division>
<Phone>
<Number></Number>
<Extension></Extension>
<Description></Description>
</Phone>
<Email>
<Address></Address>
<Description></Description>
</Email>
<Website></Website>
<AssignedTo></AssignedTo>
<Category></Category>
<DoNotSolicitBy></DoNotSolicitBy>
<Created></Created>
<LastModified></LastModified>
<SalesLead></SalesLead>
<Address>
See Address Element.
</Address>
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<DetailDate Name=””></DetailDate>
<DetailNumber Name=””></DetailNumber>
<DetailString Name=””></DetailString>
<DetailList Name=””></DetailList>
<DetailListMulti Name=””>
<Value></Value>
</DetailListMulti>
<Note>
See Note Element.
</Note>
<Document>
See Document Element.
</Document>
<Contact>
See Contact Element.
</Contact>
</Company>
KnowledgeBaseArticle Element
The <KnowledgeBaseArticle> element describes a Knowledge Base
Article. The contents of the article itself are stored in the <Data> subelement.
Note: To import your own knowledge base articles that were not exported from Maximizer, you must encode the text in Base64 for the Data field in the MXI/XML file.
<KnowledgeBaseArticle>
<Machine></Machine>
<Sequence></Sequence>
<Status></Status>
<Creator></Creator>
<Owner></Owner>
<LastModified></LastModified>
<Created></Created>
<FileName></FileName>
<FileExt></FileExt>
<Title></Title>
<KeyWords></KeyWords>
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<Product></Product>
<Category></Category>
<Data></Data>
</KnowledgeBaseArticle>
Case Element
The <Case> element describes a Customer Service Case. Mandatory sub-elements are shown in bold.
<Case>
<CaseNumber></CaseNumber>
<CaseId></CaseId>
<Subject></Subject>
<CaseCompanyIndividual>
<Id></Id>
<ContactNo></ContactNo>
</CaseCompanyIndividual>
<CaseContact>
<Id></Id>
<ContactNo></ContactNo>
</CaseContact>
<Solution>
<Id></Id>
<ContactNo></ContactNo>
</Solution>
<ArticleId></ArticleId>
<Priority></Priority>
<Severity></Severity>
<Fee></Fee>
<BillRate></BillRate>
<BillableTime></BillableTime>
<Owner></Owner>
<AssignedTo></AssignedTo>
<CreatedBy></CreatedBy>
<ModifiedBy></ModifiedBy>
<ResolvedBy></ResolvedBy>
<CaseOwner></CaseOwner>
Contact Element
<Type></Type>
<Reason></Reason>
<Origin></Origin>
<Category></Category>
<BillingType></BillingType>
<Queue></Queue>
<Status></Status>
<ModifyDate></ModifyDate>
<DeadlineDate></DeadlineDate>
<CreateDate></CreateDate>
<ResolveDate></ResolveDate>
<Description></Description>
<DetailDate Name=””></DetailDate>
<DetailNumber Name=””></DetailNumber>
<DetailString Name=””></DetailString>
<DetailList Name=””></DetailList>
<DetailListMulti Name=””>
<Value></Value>
</DetailListMulti>
<Note>
See Note Element.
</Note>
<Document>
See Document Element.
</Document>
</Case>
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The <Contact> element describes an Address Book entry for a
Contact. This element is nested within the <Individual> and
<Company> elements. Mandatory sub-elements are shown in bold.
<Contact>
<ContactNo></ContactNo>
<FirstName></FirstName>
<LastName></LastName>
<Initial></Initial>
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<MrMs></MrMs>
<Title></Title>
<Salutation></Salutation>
<Phone>
<Number></Number>
<Extension></Extension>
<Description></Description>
</Phone>
<Email>
<Address></Address>
<Description></Description>
</Email>
<Department></Department>
<Division></Division>
<ReportsTo></ReportsTo>
<AssignedTo></AssignedTo>
<Category></Category>
<DoNotSolicitBy></DoNotSolicitBy>
<Website></Website>
<Created></Created>
<LastModified></LastModified>
<SalesLead></SalesLead>
<Address>
See Address Element.
</Address>
<DetailDate Name=””></DetailDate>
<DetailNumber Name=””></DetailNumber>
<DetailString Name=””></DetailString>
<DetailList Name=””></DetailList>
<DetailListMulti Name=””>
<Value></Value>
</DetailListMulti>
<Note>
See Note Element.
</Note>
<Document>
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See Document Element.
</Document>
</Contact>
Address Element
The <Address> element describes the address of an Address Book entry. This element is nested within the <Individual>, <Company>, and <Contact> elements.
<Address>
<Description></Description>
<AddressLine1></AddressLine1>
<AddressLine2></AddressLine2>
<City></City>
<StateProvince></StateProvince>
<Country></Country>
<ZipCode></ZipCode>
</Address>
Note Element
The <Note> element describes any notes for Address Book entries or customer service cases. This element is nested within the
<Individual>, <Company>, and <Contact>, and <Case> elements.
Mandatory sub-elements are shown in bold. The body of the note is stored in the <Text> element.
<Note>
<Date></Date>
<Creator></Creator>
<Owner></Owner>
<Type></Type>
<Text></Text>
</Note>
Document Element
The <Document> element describes any Documents for Address Book entries or customer service cases. This element is nested within the
<Individual>, <Company>, and <Contact>, and <Case> elements.
Mandatory sub-elements are shown in bold. The body of the document is stored in the <DocData> element in Base64 format.
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<Document>
<DocumentId></DocumentId>
<Name></Name>
<Date></Date>
<Creator></Creator>
<Owner></Owner>
<Extension></Extension>
<DocData></DocData>
</Document>
Element Details
Element Name
Address a
Address a
AddressLine1
AddressLine2
AllData
ArticleId
Individual
Company
Contact
Address
Address none
Case
The following table lists all the elements in the Maximizer XML schema in alphabetical order and describes the following properties of each:
• Element Name – The name of the XML element. An element name may be listed more than once if it has different properties depending on its parent element. Most of the element names correspond to Maximizer field names.
• Parent Element(s) – The name of the XML element(s) within which the element is nested. If an element with the same name and same properties may exist within more than one parent element, all parent elements are listed.
• Min. Occur. – The minimum number of times the element must occur within its parent element. A value of 1 indicates that the element is mandatory, and a value of 0 indicates it is not.
• Max. Occur. – The maximum number of times the element may occur within its parent element.
• Data Type – The type of data that may be stored in the element.
• Max. Length – The maximum length of the element contents. If this value is blank, there is no maximum length.
Parent Element(s)
0
0
1
0
Min. Occur. Max. Occur. Data Type Max. Length
1
0
1
1 string none b
120
1
1
1
1 string string none b string
80
80
80
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Element Name Parent Element(s)
AssignedTo
BillableTime
BillingType
BillRate
Case
Individual
Company
Contact
Case
Case
Case
Case
AllData
CaseCompanyIndividual Case
CaseContact Case
CaseId
CaseNumber
CaseOwner
Category a
Case
Case
Case
Individual
Company
Contact
Category a
City
ClientIdGeneration
ClientOptions
Company
Contact
ContactNo a
KnowledgeBaseArticle
Case
Address
ImportOptions
ImportOptions
AllData
Individual
Company
Individual
Contact
ContactNo a
ContactOptions
Country
Created
CreateDate
CreatedBy
0
0
0
CaseCompanyIndividual
CaseContact
Solution
1
ImportOptions
Address
Individual
Company
Contact
KnowledgeBaseArticle
0
0
0
Case
Case
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Min. Occur. Max. Occur. Data Type Max. Length
1 string 11
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1 unlimited unlimited
1
1 double string double none b none b none b string string string string string string string none b none b none b integer integer none b string dateTime dateTime string
80
80
80
80
80
80
80
80
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Element Name
Creator
Data c
Date
DeadlineDate
Department
Description a
Description a
Description a
DetailDate
DetailDef
DetailList
DetailListMulti
DetailNumber
DetailString
Division
DocData
Parent Element(s)
Individual
Company
Contact
Case
Individual
Company
Contact
Case
Individual
Company
Contact
Case
Individual
Company
Contact
Case
Individual
Contact
Company
Document
Note
Document
KnowledgeBaseArticle
0
KnowledgeBaseArticle 0
1 Note
Document
Case 0
0 Individual
Company
Contact
Phone
Address
0
0
0 DetailDef
Case
Individual
Company
Contact
Case
AllData
0
0
0
0
0
0
0
0
Min. Occur. Max. Occur. Data Type Max. Length
1 string 80
1
1
1
1
1
1
1 unlimited unlimited unlimited unlimited unlimited unlimited
1
1 string dateTime dateTime string string string string date none b string none b double string string string
80
22
80
80
120
80
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Element Name Parent Element(s)
Document
DocumentId
DoNotSolicitBy
Extension
Fee
FileExt
FileName
Firm
FirstName
Id
Individual
Company
Contact
Case
Document
Individual
Company
Contact
Individual
Company
Contact
0
0
Phone
Document
Case
0
0
KnowledgeBaseArticle 0
KnowledgeBaseArticle 0
0
0
Individual
Individual
Contact
Individual
Company
CaseCompanyIndividual
CaseContact
Solution
1
0
0
ImportOptions
Individual
Initial
AllData
AllData
Individual
Contact
KeyWords KnowledgeBaseArticle 0
KnowledgeBaseArticle AllData 0
LastModified 0
LastName
Individual
Company
Contact
KnowledgeBaseArticle
Individual
Contact
1
0
0
0
LeadHandling
ListItem
LogFile
LogLevel
ImportOptions
DetailDef
ImportOptions
ImportOptions
0
0
0
0
Min. Occur. Max. Occur. Data Type Max. Length
unlimited none b
3
1
1
1
1
1
1
1
1
1
1 unlimited
1
1 unlimited
1
1
1
1
1 unlimited integer string none b string double string string string string string none b none b string string none b dateTime string string string string integer
22
22
120
80
80
23
80
120
80
80
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Element Name
Machine
MatchDetail
MatchMode
ModifiedBy
ModifyDate
MrMs
Name
Note
Number
Origin
Owner
Phone
Priority
Product
Queue
Reason
ReportsTo
ResolveDate
ResolvedBy
SalesLead
Salutation
Sequence
Severity
Parent Element(s)
KnowledgeBaseArticle 0
ClientOptions
ContactOptions
0
1 ClientOptions
ContactOptions
Case 0
0
0
Case
Individual
Contact
Company
Document
Individual
Company
Contact
Case
1
0
Phone
Case
Note
Document
KnowledgeBaseArticle
Case
Individual
Company
Contact
1
0
0
0
Case 0
KnowledgeBaseArticle 0
Case
Case
Individual
Contact
0
0
0
Case
Case
Individual
Company
Contact
Individual
Contact
0
KnowledgeBaseArticle 0
Case 0
0
0
0
Min. Occur. Max. Occur. Data Type Max. Length
1
1 integer string
1
1
1
1
1 unlimited
1
1
1
4
1
1
1
1
1
1
1
1
1
1
1 string string dateTime string string none b string string string none b string string string string string dateTime string boolean string integer string
80
80
80
80
80
80
80
80
22
80
80
80
80
80
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Element Name
Solution
StateProvince
Status a
Status a
Subject
Text
Title a
Title a
Type
Value
Website
Parent Element(s)
Case
Address
KnowledgeBaseArticle 0
Case 0
0
0
Case
Note
Individual
Contact
Individual
Company
Contact
Address
0
KnowledgeBaseArticle 0
Note
Case
0
DetailListMulti 1
0
0
0
1
Min. Occur. Max. Occur. Data Type Max. Length
1
1
1
1
1
1
1 none b string integer string string string string
80
80
80
1
1 unlimited
1
1 string string string string string
120
80
80
120
80 ZipCode a.
This element is listed more than once because of differing properties depending on which element is the parent element.
b. This element cannot contain a value. It can contain only other elements.
c.
To import your own knowledge base articles that were not exported from Maximizer, you must encode the text in Base64 for the Data field in the MXI/XML file.
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Search String Language
Each access object in Maximizer.Data has a method called ReadList() which returns a .NET collection of the associated objects. This method may be called with no parameters to return everything in the
Address Book or with a search string.
The ReadList() method generally searches fields contained within the calling object. However, Address Book entry fields and methods are also available for searching in the Opportunity and CSCase access objects. To call an Address Book field from the Opportunity or
CSCase access object, add “ABENTRY_” before the field name. For example, to call the City field for an Address Book entry in the
Opportunity object, the syntax for the field search should be
“ABENTRY_City”.
Search Syntax
The syntax for the search string is a functional or prefix operator notation. Expressions are of the form
<Operator>([“]<Parameter1>[“]{,[“]<Parameter>[“]}). This syntax was chosen because it’s well suited to a search tree interface.
Double-quotes are always optional, although, you need them if a search parameter includes commas, spaces, or parentheses. In most programming languages, you should ensure you escape doublequote characters when specifying them as a string.
Example
AND(EQ(City,Vancouver), OR(LIKE(Phone1,604%),
LIKE(Phone2,604%)))
Result
This search string would return all Address Book entries where the city is Vancouver and at least one of the first two phone numbers starts with 604.
Search Operators
Each object supports a subset of the total search string syntax, and each operator supported by the object supports its use on a subset of the object’s fields. Deviation from what is supported will result in an exception being thrown as described later. As a minimum, the KEY operator is supported by every object as a means of selecting a single record in the set.
Operator
AND
OR
KEY
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The following tables describe the operators available to the search string language.
Object-level Search Operators
The following search operators apply to the object. The documentation of each object lists which search operators are available for that object. However, the KEY operator is available for all objects.
Description Parameters
All sub-expressions must evaluate to true to return an object in the result set.
Each parameter is a subexpression to be AND/OR together. A minimum of one parameter is required.
At least one sub-expression must evaluate to true to return an object in the result set.
An object must have the given key or derive from a supported foreign key for it to be returned in the result set.
The parameter is a supported key for this object. Exactly one parameter is required.
IMPORTANT NOTE:
Maximizer.Data keys are encrypted. A key may include letters, numbers and special printable characters, but will
NEVER include double quote characters. It is recommended that when using this operator, you surround your key with double quotes.
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Operator
WNOTE
NWNOTE
FLIST
LIST
The following search operators apply to the AbEntryAccess object only.
Description Parameters
An object must have an associated note as described to be returned in the result set.
An object cannot have an associated note as described to be returned in the result set.
An object (generally an Address
Book entry) must be in the favorite list to be returned in the result set.
An object (generally an Address
Book entry) must be explicitly listed to be returned in the result set.
Up to eight parameters may be specified. Only the first parameter is mandatory, and those left unspecified will not be included in the search. The first parameter is the search text. The search text may occur anywhere in a note. “_” is a single character wildcard. The second and third parameters are the start and end dates expressed as YYYY-MM-
DD. The fourth parameter is the set of note types to return (e.g.
“1,2,4”). The fifth parameter is the Creator. The sixth parameter is the Owner. If you want to return only public notes, put
“PUBLIC” here. The seventh parameter is the note category.
The eighth parameter is the option to use full text search. If you want to use the full text search, put “FULLTEXT” here.
The only parameter is the
FavoriteList key. Exactly 1 parameter is supported. Ensure to enclose the keys in double quotes.
List the AbEntry keys corresponding to the objects you want to return. Any number of parameters is supported. Ensure to enclose the key in double quotes.
Operator
EQ
NEQ
LIKE
NLIKE
Operator
WDOC
NWDOC
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Description
An object must have an associated document as described to be returned in the result set.
An object cannot have an associated document as described to be returned in the result set.
Parameters
Up to eight parameters may be specified. Only the first parameter is mandatory, and those left unspecified will not be included in the search. The first parameter is the search text. The search text may occur anywhere in a document. “_” is a single character wildcard. The second and third parameters are the start and end dates expressed as
YYYY-MM-DD. The fourth parameter is the document name. The fifth parameter is the minimum size of the document.
The sixth parameter is the
Creator. The seventh parameter is the Owner of the document.
The eighth parameter is the document category.
Field-level Search Operators
The following search operators apply to the fields within each object.
The documentation of each field lists which operators are available for each field.
Description Parameters
A given field must be equal to the search criteria to return an object in the result set.
A given field cannot be equal to the search criteria to return an object in the result set.
A given field must be similar to the search criteria to return an object in the result set.
A given field cannot be similar to the search criteria to return an object in the result set.
The first parameter is the field name. The second parameter is the search criteria. No wildcards are supported. See LIKE/NLIKE.
Exactly two parameters are required.
The first parameter is the field name. The second parameter is the search criteria. Standard SQL wildcards “_” and “%” are supported. Exactly two parameters are required.
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Operator
RANGE
NRANGE
Description
A given folder must be in the range provided to return an object in the result set.
A given field cannot be in the range provided to return an object in the result set.
Parameters
The first parameter is the field name. The second and third parameters define the range.
Exactly 3 parameters are required.
Exceptions
Syntax errors in supplied search strings are reported with the throwing of an exception from the ReadList() method. All exceptions thrown from the Maximizer.Data assembly are derived from
MxException, so they may be caught and handled collectively.
Example (C#)
try
{ oAbEntryAccess.ReadList(“EQ(City,Vancouver)”);
} catch
(Maximizer.Data.MxSupportedKeywordSearchStringException exKeyword)
{
// A custom message for this particular error type.
MessageBox.Show(“AbEntry doesn’t support “ + exKeyword.ErrorDetail);
} catch (Maximizer.Data.MxException exGeneric)
{
// Generically pop-up a message box explaining the error.
MessageBox.Show(exGeneric.ToString());
}
The following table contains the exceptions that may be thrown when parsing a search string. It also contains the error message that is displayed for each exception if you use the ToString() function.
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Exception Error Message
MxPreProcessSearchStringException Unable to pre-process the given search string. It may be missing or have extraneous parentheses or double quotes.
MxProcessSearchStringException
MxListSearchStringException
Unable to process the given search string. It contains an unsupported operator.
Unable to process the given search string. The LIST expression should take at least one parameter.
MxFlistSearchStringException
MxEqSearchStringException
MxNeqSearchStringException
MxLikeSearchStringException
Unable to process the given search string. The
FLIST expression should take exactly one parameter. The parameter should be the key of the desired favorite list to retrieve.
Unable to process the given search string. The EQ expression should take exactly two parameters.
Unable to process the given search string. The
NEQ expression should take exactly two parameters.
Unable to process the given search string. The LIKE expression should take exactly two parameters.
MxRangeSearchStringException
MxNrangeSearchStringException
MxNlikeSearchStringException
MxWnoteSearchStringException
MxWdocSearchStringException
MxNwnoteSearchStringException
Unable to process the given search string. The
RANGE expression should take exactly three parameters.
Unable to process the given search string. The
NRANGE expression should take exactly three parameters.
Unable to process the given search string. The
NLIKE expression should take exactly two parameters.
Unable to process the given search string. The
WNOTE expression should take between one and six parameters.
Unable to process the given search string. The
WDOC expression should take between one and six parameters.
Unable to process the given search string. The
NWNOTE expression should take between one and six parameters.
MxNwdocSearchStringException
MxKeySearchStringException
Unable to process the given search string. The
NWDOC expression should take between one and six parameters.
Unable to process the given search string. The KEY expression should take exactly one parameter.
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Exception Error Message
MxVerifyFieldSearchStringException Unable to process the given search string. The field specified is not supported with the given operator for this object.
MxSupportedKeywordSearchString
Exception
Unable to process the given search string. It includes a keyword unsupported by this object.
MxDateTimeOrderSearchStringException Unable to process the given search string. When searching by a date range the start date must be earlier than the end date.
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In this chapter...
“Maximizer and Administrator Terminology” on page 388
A P P E N D I X
Glossary
B
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Maximizer and Administrator Terminology
.NET – See Microsoft .NET Framework.
access rights – Security settings for users. Access rights control each user’s permissions to read, insert, modify, or delete various types of
Maximizer entries. They also control general Maximizer privileges, user roles, and allowed printing destinations. Access rights determined by the user’s access settings and the access settings of any security groups the user belongs to. For more information about
access rights, refer to “User and Group Security” on page 85.
access settings – There are two types of access settings: user access settings and group access settings. Combined user and group access settings determine a user’s access rights. For more information about
access settings, refer to refer to “User and Group Security” on page 85.
Address Book – A Maximizer database.
Address Book entry – A Company, Individual, or Contact in the
Maximizer Address Book.
Administrator – A Maximizer module in which the Address Book administrator can perform configuration and maintenance of the
Maximizer system and Address Books.
advanced import – Importing an MXI or XML file into an Address
Book. For more information about advanced import, refer to
“Importing Address Book Data from MXI or XML Files” on page 298.
Application Server – See Maximizer Application Server.
automated campaign – A series of automated emails, faxes, or printed documents that Maximizer sends on a predefined schedule.
An automated campaign is based on an automated campaign template.
automated services – Maximizer Email Service. Used for automated campaigns, customer service case email notifications, and appointment reminders by email.
Calendar – A Maximizer window where you can manage your appointments.
Campaign Manager Statistics – A Maximizer component that tracks the number of emails opened by the recipients, the number of recipients who clicked web links within the email, and the number of recipients who chose to unsubscribe from future campaigns.
campaign template – A pre-defined strategy used by email and traditional marketing campaigns. See automated campaign and traditional campaign.
catalog – A product listing created using OrderDesk. You build your catalog by adding sections and catalog items, and publish the catalog on your web server.
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389
Company – An Address Book entry used to record information for a company or organization.
Company Library – A shared library of company literature.
COMPANY user – A Maximizer system user account used for the company calendar to display company events in the Maximizer calendar.
Contact – An Address Book entry used to record information for an individual person associated with a Company or Individual type of
Address Book entry.
Controlling window – A main Maximizer window, such as the
Address Book window, that determines what tabbed following windows are displayed. The contents of the following window depend on which entry is selected in the main controlling window.
Crystal Reports – A tool for creating reports. Crystal reports are available for viewing and generation through the Reports menu in
Maximizer.
Customization Suite – A Maximizer add-on enabling you to customize Maximizer’s functionality and interface and to integrate it with other applications. For more information, refer to the
Maximizer web site.
Dashboards – Component of Maximizer Web Access that display real-time information on your company using dashboard-style instrumentation.
default entry – An Address Book entry containing field values that are propagated to new Address Book entries by default.
demilitarized zone (DMZ) – A network area between the external router, which talks to the Internet, and the corporate firewall, which protects internal computers from Internet security breaches
DSN – A Data Source Name providing connectivity to a database through an ODBC driver.
EMAILUSER – A Maximizer system user account that gives Maximizer access to Address Book data when it performs automated email activities such as automated campaigns.
Escona Tutorial – The Escona Tutorial Address Book is a sample
Address Book included with a typical installation of Maximizer. Using the example of a fictitious vintner in the Sonoma Valley, this Address
Book demonstrates many of Maximizer’s possibilities.
event notification – Automatic email notification and logging when specific Maximizer events occur. For more information, refer to
“Event Notification” on page 185.
Following window – A tabbed sub-window of a controlling window. The contents of the following window depend on which entry is selected in the main controlling window. For example, the
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Contacts window displays only those Contacts that belong to the selected entry in the Address Book window.
global Address Book – A shared Address Book residing on the server. When creating a global Address Book, it is recommended that you create the new Address Book on the Maximizer Server. If you create a new global Address Book from the workstation, you must have administrative rights to the server.
Global Edit – A Maximizer operation that enables you to apply the same change to multiple Maximizer entries simultaneously.
group – See security group.
Holiday Editor – A tool in Administrator for adding holidays to the
Maximizer Calendar window.
Hotlist – A window in Maximizer used to display tasks and appointments in a specific date range.
IIS – See Microsoft Internet Information Server.
IP address – A number used to uniquely identify a specific computer on the Internet. Every Internet-connected computer has an IP address. In Maximizer, you use the IIS server’s IP address when you preview or publish your online catalog.
Java servlet engine – A Java-based portion of the Payment
Gateway Module that is used for online transaction processing.
Key Fields – Important user-defined fields that are highlighted on the Basic Information tab of Maximizer entries. For more information, refer to “Creating Key Fields Lists” on page 170.
Knowledge base – A database containing articles pertaining to solutions for customer service and/or technical issues.
lead – An Address Book entry (Company, Individual, or Contact) that has been flagged as a potential client or customer.
list – A listing of entries in Maximizer. You can create a list using a search or by selecting specific entries and reducing the list to the selection. Most activities are performed for the current list or the current entry.
load balancing – When a web server is running at capacity, new connections are to another web server for processing.
local Address Book – An Address Book residing on the local workstation.
Macromedia JRun Java Servlet Engine – A Java servlet engine used for online transaction processing. JRun is only one possible Java servlet engine that you may use.
mandatory field – Fields in Maximizer entries that must contain a value. Mandatory fields are designated through File > Preferences >
Mandatory Fields in Administrator.
Appendix B
Glossary
391
mandatory user-defined field – User-defined fields in Maximizer entries that must contain a value. Mandatory user-defined fields are designated through File > Set Up User-Defined Fields in
Administrator or Maximizer.
marketing team – A group of users to support team-based work on marketing campaigns in Maximizer.
MASTER user – The Address Book administrator’s user ID. This user
ID permits access to Administrator.
MaxAlarm – A Maximizer companion application that automatically monitors appointments for one or more people in any number of
Address Books and notifies them of appointments.
MaxExchange – A discontinued Maximizer program that was used to synchronize an Address Book between a central server and remote distribution sites via FTP, email, or a direct network connection.
Maximizer – A Maximizer CRM module in which you can perform contact management and sales force automation activities.
Maximizer Application Server – The principal Windows Server where Maximizer CRM Server is installed.
Maximizer Email Service – A Maximizer automated service that provides automated email campaign activities, customer service case email notifications, and appointment reminders by email.
Maximizer XML Interface (MXI) – An XML file format for importing entries into a Maximizer Address Book.
MDAC – Microsoft Data Access Components. Provides ActiveX Data
Objects (ADO), OLE DB, and Open Database Connectivity (ODBC) components for Maximizer to integrate information from multiple sources.
merge field – Text inserted into a document or template that is replaced by Address Book information during a mail merge. For example, a merge field can be a Contact’s name, so you can customize a letter’s salutation with the recipient’s name.
Microsoft .NET Framework – A Microsoft operating system platform required for Maximizer Web Access, and Maximizer
Campaign Manager Statistics.
MaxSync for Microsoft Exchange – A discontinued Maximizer add-on for synchronizing some Maximizer entries, such as Address
Book entries, between Maximizer and a Microsoft Exchange Server.
Microsoft Internet Information Server (IIS) – Microsoft web server software. Internet Information Server, or IIS, is used for many of the Maximizer components.
Microsoft SQL Server – A database server used by Maximizer for the Address Book data.
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Microsoft Systems Management Server (SMS) – A set of tools from Microsoft for managing computers in a local area network
(LAN). Maximizer supports automated remote installation using SMS.
MXI – See Maximizer XML Interface.
note – A text document attached to Address Book entries, Contacts, opportunities, and campaigns.
OLE – Object linking and embedding (OLE) is a technology that allows you to insert files, portions of files, and links to files into a document or application. You can insert files in the Documents window and the Company Library. Double-clicking the file opens it in the associated (and installed) application.
opportunity – An entry in Maximizer used to record an opportunity to make a sale. Opportunities can organize a sales team using a structured sales strategy.
OrderDesk – A window in Maximizer used to manage orders and inquiries from your online catalog.
Outlook Synchronization – A Maximizer feature for synchronizing some Maximizer entries, such as Address Book entries, between
Maximizer and a Microsoft Outlook.
PLN – Product License Number. A Maximizer license. For more
information, refer to “Installing Licenses” on page 59.
preferences – A collection of program options that allow users to customize how Maximizer functions. Some preferences are set in
Administrator
PSN – Product Serial Number. Entered during product installation.
registry key – Configuration information stored in the Windows operating system.
related entries – An entry that records a relationship between two
Address Book entries. For example, one Address Book entry might be an accountant for another Address Book entry, which could be recorded as a related entry in Maximizer.
sales team – A group of users to support team-based work on sales opportunities in Maximizer.
sites – Web-based interfaces (Maximizer Web Access) for Maximizer
Address Books. This includes Maximizer Web Access, Customer
Access, Partner Access, and Mobile Access.
script file – A file containing commands that can be executed without user interaction.
security group – A set of access settings for a subset of Maximizer
users. For more information, refer to “User and Group Security” on page 85.
SMS – See Microsoft Systems Management Server.
SMTP – An SMTP server is a server used for outgoing Internet email.
Appendix B
Glossary
393
SQL – See Microsoft SQL Server.
strategy – A structured, team-based approach to pursuing sales opportunities. Strategies define the steps, activities, and roles involved in successfully completing a sale.
system field – All Maximizer fields that are not user-defined fields are system fields. A few system fields have customizable valueselection lists, which can be defined through File > Preferences >
System Fields in Administrator.
system-defined field – User-defined fields created by Maximizer rather than by users. Users can modify some properties of these fields but cannot delete them. In the Set Up User-Defined Fields dialog box, system-defined fields are displayed in bold.
team – See sales team or marketing team.
template – A file that outlines the design for a document, email, or web page. Maximizer uses templates for word processor documents, and for automated activities that belong to automated campaigns.
Templates can contain merge fields for bulk mailings. Also, see campaign template.
thin-client applications – Allow you to remotely access Maximizer
Address Book data using the web. “Maximizer on the Web” consists of Maximizer Web Access, Mobile Access, Partner Access, and
Customer Access.
traditional campaign – Used to organize a marketing effort, including a marketing team’s steps, activities, and roles.
two-tier import – A procedure for importing Address Book entries where Companies are imported first followed by Contacts.
UDF – See user-defined field.
UNC – Universal Naming Convention. A kind of network path used to locate files and folders. An example of a UNC path is
“\\Escona\MxServer\”.
user ID – A name that uniquely identifies a Maximizer user. Users must enter their user ID and password to gain access to a Maximizer
Address Book.
user-defined field – A custom field used to record additional “userdefined” information for Address Book entries, opportunities, campaigns, and users.
virtual directory – An IIS folder that points to a physical folder on the computer. The contents of the physical folder that the virtual directory refers to is accessible to the Internet or intranet via the IIS server.
web access – Web access allows you to remotely access Maximizer
Address Book data using the web. “Maximizer on the Web” consists of Maximizer Web Access, Mobile Access, Partner Access, and
Customer Access.
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web.config – A configuration file for .NET applications. Each of the applications has its own web.config file.
WEBUSER – A Maximizer system user account required for Customer
Access and Partner Access.
workflow automation – A tool that monitors your business systems and automatically assigns the appropriate people to take action.
XML – Extensible Markup Language. A file format that can be displayed is XML-enabled web browsers.
Index
Symbols
.NET Framework
A
access rights
site security groups
sites
access settings
modifying user access settings
security groups
accounting permissions
security group
accounts anonymous web access
COMPANY
EMAILUSER
MASTER
Microsoft IIS
sites
WEBUSER
ACT!, importing from
Action Plan Library permissions
activating
licenses
adding
adding items to
addition, in user-defined fields
AddrBks folder
Address Book adding users
backing up
converting
creating
Escona Tutorial sample
exporting data
importing data
local or global list
moving
permissions
restoring from backup
summary report
updating
upgrading
verification and recovery
Address Book entries
exporting
importing
synchronizing with Outlook
transferring
verification and recovery
Administrator user role
Advanced Import
Allow Global Edit privilege
Allow manage currencies
Allow printing to these destinations
Allow private entries privilege
Allow public entries privilege
Allow Sync Contacts with External clients privilege
Allow transfer and import/export
alphanumeric functions
alphanumeric user-defined fields
AND (Maximizer.Data) 379
AND operator in formula user-defined fields
anonymous web access account
application server
application settings for sites
appointments with Outlook Synchronization
arithmetic expressions in
arithmetic in user-defined fields
ATT files
automated campaigns logging
timeout error
troubleshooting
using wrong character set
automated remote installation
B
backing up
Address Book
dictionary file
holiday file
batch files, for installation
browsers
Mobile Access
business partners, Partner Access
C
campaigns
logging automated campaigns
permissions
timeout error
troubleshooting
using wrong character set
Category field
ceiling function
395
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Maximizer CRM 2016
Administrator’s Guide character set, Maximizer Email Service
CMGR-Email_dd.log file
commands ipconfig
ping
company announcements security group
Company Library permissions
supported file types in Maximizer Web Access
verification and recovery
COMPANY user account
comparing values in formula user-defined fields
conditional expressions in
Configuration Manager, external sites
connectivity testing network
converting an Address Book
Corel WordPerfect Office Integration
creating
Crystal Reports
access rights
Crystal Reports Users security group
when upgrading an Address Book
Current Users report
Custom Report, printing access rights
CustomActions.xml
Customer
Customer Access
activating login account
application settings in web.config
controlling access
customers
Escona Tutorial
overview
security groups
setting up
URL
Customer Access Administrator
configuration manager
Escona Tutorial
news manager
security group
URL
Customer Access Configuration Users group
customer service
Customer Service Manager user role
Customer Service Representative user role
exporting cases
importing cases
permissions
customer service cases
D
dashboards creating custom
overview
SQL queries
database backing up
creating an Address Book
restoring from backup
upgrading
user-defined field tables and views
Date function
date functions
date user-defined fields
Day function
Dayofweek function
default password
Default Web Site registering MIME types for
Default Web Site, Microsoft IIS
dictionary file
display name (user)
division, in user-defined fields
DMZ (demilitarized zone)
documents deleting old
permissions
searching
E
Email Send Service log
server
system requirements 3
EMAILUSER account
encrypted user-defined fields
EQ (Maximizer.Data) 381
Escona Tutorial
Customer Access
Customer Access Administrator
Maximizer Web Access
Partner Access
Partner Access Administrator
sample Address Book
ETF files
Event Viewer
Excentrics World Components
exceptions (Maximizer.Data) 382 exporting access rights required
Address Book entries
customer service cases
Knowledge Base articles
extensions, file extensions
external links, in Maximizer Web Access
external sites, see Customer Access or Partner Access
F
fax software
field mapping, data imports
fields
Category field
Full Access field
mapping for import
Owner field
Read Access field
file and directory permissions
file types adding support in IIS
files dictionary
holidays
MaxUpdates.xml
types in Maximizer
types in Maximizer Web Access Company Library
web.config
FLIST (Maximizer.Data) 380 floor function
folders
folders for
folders, shared
for user-defined fields
formula
formula user-defined fields
four-letter module codes
Full Access field
full-text search, SQL
functions for
G
global Address Book list
global edit, privileges
globalization, sites
glossary
GoldMine, importing from
graphic on site main page
groups access settings
Accounting security group
Company Annoucement Authors security group
creating security groups
Crystal Reports Users security group
Customer Access Administration Users group
Customer Access Configuration Users group
external site security groups
Maximizer Web Access Administration Users group
modifying access settings
Partner Access Administration Users group
Partner Access Configuration Users group
permissions
privileges
record ownership
roles
security groups
security groups for sites
site security groups
user and group setup permissions
User ID List report
H
hard disk space, system requirements 2
HDR files
Holiday Editor
holidays, file
HTML, links in Maximizer Web Access
I
If expressions in formula user-defined fields
IIS (Internet Information Services), see
Microsoft IIS importing access rights required
Address Book entries
customer service cases
field mapping
Knowledge Base articles
vertical templates
installation batch files
Windows Scheduler
installing licenses
Live Update Manager
MaxAlarm
Maximizer
Maximizer Components for Microsoft IIS
Maximizer licenses
Maximizer server
Maximizer workstation
setting up automated remote installation
upgrading from a previous version
Web Access
Windows login account
Workflow Automation Powered by KnowledgeSync
IP address
ipconfig command
items, in user-defined fields
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K
KEY (Maximizer.Data) 379
Knowledge Base exporting articles
Knowledge Base approver user role
permissions
searching
L
Len function
licenses installing
LIKE (Maximizer.Data) 381 links, external in Maximizer Web Access
LIST (Maximizer.Data) 380
Live Update
configuring
introduction
MaxUpdates.xml
Live Update Manager approving updates
configuring
downloading updates
installing
Live Update Wizard
testing updates
Live Update server copying files
virtual directory
Live Update Wizard
Live Update Manager
load balancing Microsoft IIS
local Address Book list
logging
Address Book transfers
automated campaigns
Email Send Service
import error log file
logging in sites
logo, customizing on site main page
M
MA files
MaConfig table
mailing address permissions
mapping fields for import
marketing teams
report
MASTER password
user account
MaxAlarm installing
overview
MaxExchange file types
Maximizer
application server
installation
installing components for Microsoft IIS
installing server
installing workstation
licenses
Maximizer Components for Microsoft IIS
Maximizer Email Service character set
Maximizer Live Update
Maximizer Web Access
Escona Tutorial
external links
overview
security groups
supported file types in Company Library
URL
Maximizer Web Access Administration Users group
MaxMobile synchronization privileges
MaxUpdates.xml file
MDE files
MEC files
memory, system requirements 2
MET files
MEX files
Microsoft .NET Framework
Microsoft IIS
account configuration
anonymous web access account
changing a site to an application
Default Web Site
DMZ (demilitarized zone)
file and directory permissions
installing Maximizer components for
load balancing
Maximizer Components for Microsoft IIS
multiple IIS servers
on Windows 2008
overview
permissions
production environment
standalone servers
virtual directories
Microsoft Internet Explorer WebControls
Microsoft Outlook integration with Maximizer Web Access
Microsoft Outlook Synchronization
privileges
Microsoft SMS installation
Microsoft SQL Server full-text search
Microsoft SQL Server Express
Microsoft Word integration with Maximizer Web Access
Mid function
MIME types registering
Mobile
Mobile Access
page size limits
Modify note properties privilege
Modify other users’ general info only privileges
Modify other users’ private entries privileges
Modify/delete other owners’ notes privileges
modifying group access settings
modules, four-letter module codes
Month function
moving
Address Book
MTI files
multiplication, in user-defined fields
multple-user licensesPLNs (product license numbers), see licenses
MXD files
MxData shared folder
MXI (Maximizer XML Interface) files
MxServer shared folder
Mxzhol.nam file
N
NEQ (Maximizer.Data) 381 network
configuration
connectivity test
News Manager, external sites
NLIKE (Maximizer.Data) 381
NOT operator in formula user-defined fields
notes deleting old
permissions
privileges
types
numeric functions
numeric user-defined fields
NWNOTE (Maximizer.Data) 380
O
operating system, system requirements 3 opportunities
permissions
verification and recovery
OR (Maximizer.Data) 379
OR operator in formula user-defined fields
OrderDesk, permissions
Outlook Synchronization, see Microsoft Outlook Synchronization
owner field
P
page size limits, Mobile Access
Partner Access
activating login account
Admin Users
application settings in web.config
business partner login
business partners
Config Users
controlling access
Escona Tutorial
overview
removing site access
security groups
setting up
URL
Partner Access Administrator
configuration manager
Escona Tutorial
news manager
security group
URL
Partner Access Configuration Users group
passwords changing
default
MASTER user
synchronization
permissions
Crystal Reports
file and directory
groups
users
web server
phone masks
PIN, for site access
ping command
preferences user preferences
prefixes for user-defined field database views
printing access rights
Custom Reports
system reports
private entries (privileges)
records
privileges (users and groups)
processor speed, system requirements 2
399
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Maximizer CRM 2016
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public records
Q
quick backup of Address Book
R
RAM, system requirements 2
RANGE (Maximizer.Data) 382
Read Access field
record ownership
recovering an Address Book
remote automated installation
removing installations
reports
Crystal Reports
current users
Installed Workstations report
printing access rights
system
transfer summary
user-defined field tables and views
restoring
Address Book from backup
roles (User’s Roles)
Round function
S
sales
Sales Manager user role
Sales Representative user role
sales teams report
sales teams
sample
Address Book
Customer Access Administrator
Maximizer Web Access
Partner Access Administrator
sites
Search function
search string language, Maximizer.Data
378 search string parameter
searching, full-text
security file and directory permissions
Microsoft IIS
privileges
security groups
users and groups
web server permissions
security groups
access settings
servers
CRM system requirements 2 email
installing Maximizer
Maximizer application
Microsoft IIS
sessionState in web.config
setting up
settings in MaConfig table
shared folders
Show hidden items
site application settings
sites
Accounting security group
Company Annoucement Authors security group
creating
Crystal Reports Users security group
Customer Access Administration Users group
Customer Access Configuration Users group
external sites
Maximizer Web Access Administration Users group
modifying access settings
Partner Access Administration Users group
Partner Access Configuration Users group
permissions
privileges
record ownership
roles
security groups for sites
site security groups
user and group setup permissions
User ID list report
accessing from the Start menu
Address Book login screen
application settings in web.config
business partners and customers
changing to an application
Configuration Manager for external sites
configuring customer and partner
creating PINs for access
Customer Access Administration Users group
Customer Access Configuration Users group
enabling
Escona Tutorial sample sites
globalization
installing to non-default folders
Maximizer Web Access Administration Users group
moving
multiple Address Books
multiple IIS servers
multiple sites
News Manager for external sites
Partner Access Administration Users group
Partner Access Configuration Users group
PINs
removing access
security groups
troubleshooting
URLs
web.config file
SMS installation
SMTP server
timeout error
sorting
standalone IIS servers
starting the Default Web Site in Microsoft IIS
Strategy Library permissions
Substitute function
subtraction, in user-defined fields
SvrShare folder
synchronization
Outlook Synchronization, see Microsoft Outlook
passwords
system login accounts
reports
System Field Privileges
system messages, displaying
system requirements
Maximizer CRM 2
SystemMessages.xml
elements
example
T
table user-defined fields
tables
MaConfig
user-defined field table prefixes
tasks with Outlook Synchronization
teams report
sales and marketing
templates troubleshooting web access templates
testing network connectivity
updates for Live Update
Text function
transferring access rights required
Address Book entries
troubleshooting
automated campaigns
campaigns
changing a site to an application
sites
two-tier import
types
types of files in Maximizer
U
uninstalling
updating
Maximizer
upgrading
Address Book
Maximizer
URLs for sites
User ID List report
user-defined fields
database tables and views
permissions
report
verification and recovery
user-defined fields for
userdict.lex file
users
access rights and settings
access rights for sites
adding to Address Book
changing password
Crystal Reports access rights
Current Users report
current users report
modifying user access settings
permissions
preferences
privileges
record ownership
security groups for sites
site security groups
system login accounts
user and group setup permissions
User ID List report
User’s Roles
V
Value function
verify and recover Address Book
vertical templates
video resolution, system requirements 2 virtual directories in Microsoft IIS
W
Web Access
Customer and Partner Access Administrator
401
402
Maximizer CRM 2016
Administrator’s Guide customize graphic on main page
installing
overview
Web Access site settings
web access sites, enabling
web server permissions
Web.Config
web.config
WEBUSER account
Windows Event Viewer
Windows Registry
Windows Scheduler, for installation
WNOTE (Maximizer.Data) 380
WordPerfect Office Integration
Workflow Automation Powered by KnowledgeSync installing
workstation
CRM system requirements 2
Installed Workstations report
installing Maximizer
X
XML files
Y
Year function
yes/no user-defined fields
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