Thanks Ujwal & Nick for your replies. Yes after observation it seems they used IMAP. Apart from that article I went through PDN more and did some research. Seems Pega Sales Automation was able to integrate with outlook with the help of .Net framework and a Pega Add-On. Is it possible to share more technical info on that so that we can build a custom listener. Because IMAP and POP3 can't access calendar and contacts. But they were able to retrieve that information. It will be a big help if someone who worked on that integration can comment on this thread. A little lead as well will help us to find out more.
We can connect to exchange with EWS Exchange APIs with SOAP protocol . In Sales Automation, we provide the exchange integration for calendar items (calendar sync feature). For Email and calendar synchronization, we have add ins (.Net VSTO Addin and Office Web Addin). Addin sync will be performed based on user demand. Add in directly runs on client outlook applications. As of now, we don't have contact synchronization in sales automation. But it can be achieved with EWS Exchange APIs.
Thanks for your response. We are not even looking for contact/calendar synchronization. All we need is Pega OOTB Email Listener feature for MS Exchange with EWS. Are those add-ins specific to Pega Sales Automation or we can use that for Pega CS as well. Because I worked for Insurance framework implementation of Sales Automation but that was way back in 2014. At that time as far as I remember there were some custom rules present in Sales Automation to achieve this. So I would like to know how complex it will be to achieve email listener with EWS for Pega CS. Does Pega has any plan to introduce support for EWS inclusive in the product itself. Because products like KoFax were able to provide option of EWS for Email listener along with IMAP/POP3.