Integrating My Schedule and Microsoft Outlook Calendars

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Integrating My Schedule and Microsoft Outlook Calendars

To make scheduling more efficient, My Schedule and Microsoft Outlook calendars can be integrated into one view. This enables users to view all their appointments in one place.

The integration is bi-directional. It is not possible to configure the integration for only one direction—for example, you cannot configure the integration to pull events from Microsoft Outlook but not push Vault CRM entries to Microsoft Outlook.

Who can use this feature?

Browser, iPad Users
Requires an Integration User with the Core License (the same integration user can be used for multiple integrations in Vault CRM)
End Users, Integration Users

Configuring Integrating My Schedule and Microsoft Outlook Calendars for

All Users

Before Vault CRM admins configure this functionality, Microsoft Global Administrators must grant tenant wide consent to the Vault CRM App in the Azure tenant from the Vault CRM-hosted webpage.

This allows the app to do the following:

Create, read, update and delete events in all calendars the user has permission to access. This includes delegate and shared calendars.
Read users’ primary email addresses
See and update the data you gave it access to, even when users are not currently using the app
Read and create online meetings on behalf of the signed-in user. Required for Scheduling and Starting Microsoft Teams Meetings.
Read online meeting artifacts on behalf of the signed-in user. Required for Scheduling and Starting Microsoft Teams Meetings.
See basic user profile information when the user signs in with their work or another account
Read the full set of profile properties, reports, and managers of other users in the organization, on behalf of the signed-in user

Ensure the Vault CRM Graph API integration is granted the following delegated permissions:

Multiple Vaults can connect to the same Microsoft tenant.

Granting tenant wide consent enables Vault CRM to request information through the Microsoft Graph API, but it does not provide access to Microsoft Office 365 information. Information about users' Microsoft Outlook or Microsoft Teams accounts is only gathered after the individual user authenticates their Microsoft credentials from Vault CRM. The Vault CRM Microsoft Integration uses Microsoft's best practices for authorization (authZ), authentication (OpenId Connect over OAuth 2), data in transit (HTTPS, TLS 1.2+, and AES-256 encryption) and data at rest. Only Microsoft has access to user credentials.

For more control over the integration from the Microsoft side, admins can assign the application to specific users or groups of users, instead of granting access to all users. Access to users’ delegated and shared calendars is also included when permission is granted to a specific user or group of users. For information on assigning applications to Microsoft groups, see Microsoft's Manage users and groups assignment documentation.

Before any events are shared with Vault CRM, users must sign in to Microsoft Outlook from Vault CRM.

End Users

To configure this feature:

Ensure Configuring Call Planning is complete.
Ensure users have access to Microsoft Outlook.
Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate permission set.
Select the Objects tab.
Grant the following permissions:

Object	Object Permission	Object Types	Fields	Field Permission
external_calendar__v	R	microsoft_outlook__v	Required: is_default_calendar__v modified_date__v object_type__v ownerid__v title__v Optional: allowed_online_meeting_providers__v default_online_meeting_provider__v can_edit__v can_share__v can_view_private_items__v change_key__v hex_color__v is_removable__v is_tallying_responses__v owner_name_and_address__v	Read
external_calendar_event__v	R	microsoft_outlook__v	Required: end_datetime__v external_calendar__v is_all_day__v object_type__v modified_date__v sensitivity__v start_datetime__v title__v Optional: allow_new_time_proposals__v attendees__v body_content_type__v body_preview__v categories__v change_key__v description__v has_attachments__v hide_attendees__v icaluid__v importance__v is_cancelled__v is_draft__v is_organizer__v is_reminder_on__v is_ms_teams_meeting__v locations__v ms_teams_join_url__v online_meeting_provider__v organizer_name_and_email_address__v recurrence__v reminder_minutes_before_start__v response_requested__v show_as__v	Read
user__sys	RE	n/a	ms_graph_api_authorized__v	Edit
user__sys	RE	n/a	enable_ms_outlook_calendar__v ms_outlook_last_pull_activity__v ms_outlook_last_push_activity__v	Read

Ensure end users have the following permissions, if Medical Events are enabled:

Object	Object Permission	Object Types	Fields	Field Permission
medical_event__v	R	All appropriate object types	start_date__v end_date__v start_time__v end_time__v	Read

Select the check box for the Manage User Object setting, found under the Security section of the Admin tab in the permission set.

Navigate to Business Admin > Objects > vmobile_object_configuration__v.
Activate VMOCs for the following objects, or create VMOCs with the following parameters if the VMOCs do not exist:
Object
Device
Type
WHERE Clause
external_calendar__v
iPad
Top Level
WHERE ownerid__v = @@USER_ID@@
external_calendar_event__v
iPad
Top Level
WHERE external_calendar__vr.ownerid__v = @@USER_ID@@
Navigate to Business Admin > Objects > user__sys.
Select the enable_ms_outlook_calendar__v check box on the user__sys record for each user who should have access to the feature.
To deactivate the Microsoft Outlook integration for an individual user, deselect the enable_ms_outlook_calendar__v check box on the appropriate user__sys record. The integration ends and events are not shared between the calendars. Previously created external_calendar__v and external_calendar_event__v records are not automatically removed from Vault CRM. Admins must delete or inactivate those records.

Object	Device	Type	WHERE Clause
external_calendar__v	iPad	Top Level	WHERE ownerid__v = @@USER_ID@@
external_calendar_event__v	iPad	Top Level	WHERE external_calendar__vr.ownerid__v = @@USER_ID@@

Reactivating Users’ Microsoft Outlook Integrations

To reactivate the Microsoft Outlook integration for a deactivated user:

Delete or inactivate the user’s existing external_calendar__v and external_calendar_event__v records.
Ensure configuration is complete for Integrating My Schedule and Microsoft Outlook Calendars.
Navigate to Business Admin > Objects > user__sys.
Select the enable_ms_outlook_calendar__v check box on the appropriate user__sys record.

After users are reactivated, it may take up to an hour for them to view Vault CRM calendars in Microsoft Outlook.

Testing the Microsoft Outlook Integration

For Sandbox testing, connect the Sandbox Vault with a test Microsoft Outlook account. Within a Vault, each Microsoft Outlook account can only be connected to one user, and vice versa. The same Microsoft Outlook account cannot be used for multiple users.

Using multiple Microsoft accounts for the same Vault CRM user is not supported. This means once a Vault CRM user is authenticated with one Microsoft account, the same user cannot be re-authenticated with a different Microsoft account. To re-authenticate the user with a different Microsoft account, admins must contact Vault CRM.

If authentication errors occur, check your organization’s IT logs and policies, and contact Vault CRM.

Integration Users

To configure this feature:

Navigate to Admin > Users & Groups > Permission Sets.
Select the appropriate integration user permission set, or create a permission set and security profile for the integration user, if one does not already exist. The integration user requires a dedicated permission set and security profile, but the same integration user can be used for multiple integrations in Vault CRM.
Select the Objects tab.
Grant the following permissions:

Object	Object Permission	Object Types	Fields	Field Permission
account__v	at least R	All	formatted_name__v name__v	Edit
call2_v	R	All	account__v call_datetime__v call_date__v call_channel__v created_date__v duration__v modified_date__v ms_teams_remote_meeting__v ownerid__v parent_call__v	Read
child_account__v	R	All	parent_child_name__v	Read
external_calendar__v	CRED	microsoft_outlook__v	Required: external_calendar_id__v is_default_calendar__v name__v object_type__v ownerid__v title__v *Optional: allowed_online_meeting_providers__v can_edit__v can_share__v can_view_private_items__v change_key__v color__v default_online_meeting_provider__v hex_color__v is_removable__v is_tallying_responses__v owner_name_and_address__v	Edit
external_calendar_event__v	CRED	microsoft_outlook__v	Required: end_datetime__v end_time_zone__v event_created_datetime__v event_last_modified_datetime__v external_calendar__v external_calendar_event_id__v is_all_day__v object_type__v original_end_time_zone__v original_start_time_zone__v sensitivity__v series_master_id__v start_datetime__v start_time_zone__v *Optional: allow_new_time_proposals__v attendees__v body_content_type__v body_preview__v categories__v change_key__v description__v has_attachments__v hide_attendees__v icaluid__v importance__v is_cancelled__v is_draft__v is_organizer__v is_ms_teams_meeting__v is_reminder_on__v locations__v ms_teams_join_url__v online_meeting_provider__v organizer_name_and_email_address__v recurrence__v reminder_minutes_before_start__v response_requested__v show_as__v title__v transaction_id__v type__v web_link__v	Edit
language__sys	R	n/a	name__v	Read
language_locale__sys	R	n/a	name__v	Read
locale__sys	R	n/a	name__v	Read
medical_event__v	R	All	created_date__v end_date__v end_time__v modified_date__v ownerid__v start_date__v start_time__v	Read
message__v	R	n/a	category__v language__v name__v text__v	Read
remote_meeting__v	R	base__v	meeting_id__v meeting_password__v ms_teams_meeting_link__v scheduled__v	Read
time_off_territory__v	R	All	created_date__v date__v hours_off__v modified_date__v ownerid__v reason__v start_time__v time__v	Read
user__sys	RE	n/a	ms_graph_api_authorized__v ms_outlook_last_pull_activity__v ms_outlook_last_push_activity__v	Edit
user__sys	RE	n/a	application_profile__v enable_ms_outlook_calendar__v id name__v user_identifier__v language__sys locale__sys license_type__sys security_profile__sys timezone__sys	Read
veeva_settings__v	R	n/a	application_profile__v disable_tot_weekends__v enable_schedule_medical_event__v enable_child_account__v security_profile__v	Read

*To control which information from a Microsoft Outlook entry is pulled in to Vault CRM, admins can remove integration users’ field permission for fields which are not required for the integration. Changes to field permissions only apply for future entries. After the integration user’s field permission is removed, the data from that field continues to display on previously synced Microsoft Outlook entries in Vault CRM, until the entries are updated and resynced.

Select the Admin tab for the permission set.
Grant Read, Create, and Edit permission for Objects, found under the Configuration section of the Admin tab.

Select the check box for the Manage User Object setting, found under the Security section of the Admin tab.
Select the Application tab for the permission set.
Select the check box for the Access API setting, listed in the API row.
Navigate to Business Admin > Objects > user_territory__v.
Create a user_territory__v record for the integration user and assign the integration user to the root territory in the Vault.
Select the Outlook Integration Administration tab.
Enter the integration user's Vault CRM credentials on the Outlook Integration Administration page, and select Save.

Using the Microsoft Outlook Integration for My Schedule as

End Users

See the following sections for details on using the Microsoft Outlook integration for My Schedule:

Signing in to Microsoft Outlook
Viewing Microsoft Outlook Calendar Entries in My Schedule
Selecting Additional Microsoft Outlook Calendars
Private Microsoft Outlook Entries in My Schedule
Viewing My Schedule Entries in Microsoft Outlook Calendars
Considerations

Signing in to Microsoft Outlook

When iPad users first sign in to Vault CRM after this feature is enabled, they are prompted to also sign in to Microsoft Outlook. Alternatively, users can sign in to Microsoft Outlook from My Schedule.

To sign in to Microsoft Outlook from Vault CRM:

Sign in to the Vault CRM app.
Select Sign In from the Microsoft Outlook prompt. Users are redirected to the device’s default browser to continue the authentication. If users select Not Now, they can sign in later from My Schedule.
Enter your Microsoft company credentials (for example, first.last@verteo.com) and complete the Microsoft Outlook authentication dialogue. Only one email credential can be used per Vault CRM user.

The screen displays a message indicating whether the authentication succeeded or failed. iPad users are automatically redirected back to My Schedule from their default browser. If the automatic redirect fails, users can select the Return to Vault CRM App link to return to My Schedule. When My Schedule displays, users are notified whether Microsoft Outlook calendars were successfully added.

To view Microsoft Outlook entries in My Schedule, iPad users must perform another sync or refresh. If users navigate to My Schedule without syncing, they are reminded to sync.

Signing in to Microsoft Outlook from My Schedule

Alternatively, users can sign in to Microsoft Outlook from My Schedule.

To sign in to Microsoft Outlook from My Schedule on the Browser platform:

Clear Microsoft cookies. This applies for users who have both a company-provided Microsoft Outlook account and a personal Microsoft Outlook account.

If users do not clear Microsoft cookies before signing in, their personal Microsoft Outlook account is linked to My Schedule. To remove a personal Microsoft Outlook account from My Schedule, an admin must log a support ticket with Vault CRM and clear Microsoft cookies.
Navigate to My Schedule.
Select the Add Calendar button from the calendar panel in My Schedule. The device’s default browser displays, allowing users to complete the authentication flow.
Enter your Microsoft company credentials (for example, first.last@verteo.com) and complete the Microsoft Outlook authentication flow. Only one email credential can be used per Vault CRM user.

To sign in to Microsoft Outlook from My Schedule on the iPad platform:

Select the gear icon in the My Schedule header.
Select the Add Calendar button in the Microsoft Outlook section of the Options menu.
Enter your Microsoft company credentials (for example, first.last@verteo.com) and complete the Microsoft Outlook authentication flow. Only one email credential can be used per Vault CRM user.

The screen displays a message indicating whether the authentication succeeded or failed. iPad users are automatically redirected back to My Schedule from their default browser. If the automatic redirect fails, select the Return to Vault CRM App link to return to My Schedule. When My Schedule displays, users are notified whether Microsoft Outlook calendars were successfully added or whether the authentication failed.

Viewing Microsoft Outlook Calendar Entries in My Schedule

Once users successfully sign in to Microsoft Outlook from Vault CRM, new or updated Microsoft Outlook calendar entries are pulled in to My Schedule in real time. On the day of the initial sync, Microsoft Outlook calendar entries are pulled hourly until midnight. The integration is bi-directional—all Microsoft Outlook calendar entries are pulled into My Schedule, and vice versa. To view recent updates, iPad users must sync their devices.

Entries from the users’ selected Microsoft Outlook calendars display with a colored outline to differentiate them from calls and activities created in Vault CRM.

After the initial sync, My Schedule displays Microsoft Outlook events from Sunday of the current week up to 90 days after the current date. Entries only display if the current user is the entry owner. When users create, edit, or delete future Outlook entries in their Microsoft Outlook calendars, the corresponding My Schedule entries are updated, up to 90 days from the current date. Microsoft Outlook event data is stamped to the external_calendar__v and external_calendar_event__v objects, for storage in Vault CRM.

If users create, edit, or delete future entries beyond 90 days in the Microsoft Outlook calendars, changes are not reflected in My Schedule. Similarly, if users create, edit, or delete past entries in their Microsoft Outlook calendars, changes are not reflected in My Schedule.

Microsoft Outlook calendar entries are read-only in My Schedule. To view a popover with more information about an Microsoft Outlook calendar entry, select the entry.

Selecting Additional Microsoft Outlook Calendars

If users have multiple Microsoft Outlook calendars, they can choose which of their Microsoft Outlook calendars display in My Schedule. To modify which calendars display, select or deselect the appropriate calendars.

In Browser, additional calendars display under the Microsoft Outlook heading on the calendar panel. For iPad users, additional calendars display under the Microsoft Outlook section of the Options menu.

Private Microsoft Outlook Entries in My Schedule

When a Microsoft Outlook entry is set as private, only the minimally required information is pulled into Vault CRM. The following fields are minimally required:

external_calendar__v object:
external_calendar_id__v
is_default_calendar__v
title__v
external_calendar_event__v object:
end_datetime__v
end_timezone__v
event_created_datetime__v
event_last_modified_datetime__v
external_calendar_event_id__v
is_all_day__v
original_end_timezone__v
original_start_timezone__v
sensitivity__v
series_master_id__v
start_datetime__v
start_timezone__v

In My Schedule, the entry displays as Private.

Viewing My Schedule Entries in Microsoft Outlook Calendars

In Microsoft Outlook, Vault CRM displays under the My Calendars section. When new users connect their Microsoft Outlook accounts to Vault CRM, there must be at least one call, Time Off Territory, or Medical Event entry in My Schedule in the next 90 days in order for the Vault CRM calendar to be created in Microsoft Outlook. If users share their Vault CRM calendars with other users in Microsoft Outlook (for example, managers or booking agents) via Microsoft’s sharing settings, the shared calendar displays in the People’s Calendars section in Microsoft Outlook.

The initial sync includes My Schedule entries starting in the current week. After the initial sync, events are synced from the current date onwards. Past My Schedule events continue to display in Microsoft Outlook, but they are not updated or deleted. When records are pushed from Vault CRM to Microsoft Outlook, a maximum of 10,000 records per user are pushed in each sync.

New entries, edits, and deletions of existing entries are updated hourly. If users create, edit, or delete My Schedule entries while they are offline, entries are updated in the Microsoft Outlook calendar after the device is online again.

The Vault CRM calendar label in Microsoft Outlook includes the user’s name. If the user_identifier__v field on the user__sys object is populated and users have access to the field, the user identifier is also included. For example, Vault CRM - Sarah Jones (sjonesUserIdentifier). Calendar labels are only pushed from Vault CRM in the initial sync.

Editing My Schedule entries from the Microsoft Outlook calendar is not supported. Changes made to My Schedule entries in Microsoft Outlook are not reflected in Vault CRM. Similarly, adding entries to the Vault CRM calendar in Microsoft Outlook is not supported; entries added to the Vault CRM calendar in Microsoft Outlook are not reflected in My Schedule.

Changing the Vault CRM calendar name in Microsoft Outlook is not supported.

The following types of My Schedule entries display in the Microsoft Outlook calendar:

Calls - Only parent calls and calls that the user owns display. Calls where the user is a user attendee do not display in Microsoft Outlook.
Time Off Territory
Medical Event - Medical events pushed from Vault CRM only display for the medical event owner. If only a Start Date and End Date are provided, the event displays as an all-day entry. When Start Time and End Time are populated for a Medical Event, how the event displays in Microsoft Outlook depends on duration:
Duration of 24 hours or more - The entry displays over the number of days spanned by the Start and End Times
Duration less than 24 hours - The exact times selected are reflected in Microsoft Outlook

Changing the event owner is not supported for events pushed to Microsoft Outlook calendars. In addition, unassigned presentations, meeting requests, and unavailable time slots do not display in Microsoft Outlook calendars.

When My Schedule entries are pushed to Microsoft Outlook, the subject, start datetime, and content properties are populated with the following field values, which are stored in Microsoft Outlook:

Outlook Property	My Schedule Entry Type
	call2__v	time_off_territory__v
subject	formatted_name__v*	reason__v
start datetime	call_datetime__v (if call_datetime__v is not populated, date__v is used for start date instead)	date__v and time__v
content	call_channel__v	n/a

On mobile devices, users can leverage the Microsoft Outlook app to receive Microsoft Outlook notifications for Vault CRM entries synced to their calendars. Microsoft Outlook reminders can provide further controls on timing.

Considerations

All entries on users’ Microsoft Outlook calendars are pulled into Vault CRM. It is not possible to filter or control which events are pulled into Vault CRM. The field data pulled into Vault CRM can be limited to minimally required information as detailed in Private Microsoft Outlook Entries in My Schedule, above.
My Schedule entries also display in the Microsoft Teams calendar, if the New Calendar toggle is selected in Microsoft Teams
The following default browsers are supported for user authentication:
Chrome
Microsoft Edge
Safari
Microsoft User Access and Refresh tokens are stored in an encrypted database on Vault CRM servers