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Email router issues with CRM 2011: Email replies not being tracked? RRS feed

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    Hi there,

    I have just deployed CRM 2011, as an upgrade from CRM 4. Both CRM 2011 and CRM 4 are at this moment running side by side, along with their respective email routers.

    I have configured the CRM 2011 email router to mirror the exact setup of CRM 4. At the email router configuration management, I can click on Load Data under User, Queues and Forward Mailboxes and it successfully retrieves the users in the system. If I click on Test Access, I get a success message for both Incoming and outgoing tests.

    My user account is also tested and configured in CRM 2011 to use the email router. I have also approved its email address, but CRM isn't configured to only process emails of approved users.

    UPDATE: I did manage to send an email, which the recipitned received eventually after the message has been processed (took about 15 minutes though).

    I opened the email at the other end and I replied to the message. However the reply does't seem to be being tracked on CRM 2011. I have another using doing the same tests and he claims the same. Messages sent through CRM are delivered and tracked. But replies aren't being tracked in CRM 2011 for some reason.

    Any ideas of what might be wrong?

    Regards,

    P.


    Thursday, May 17, 2012 1:53 PM

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    Replies to e-mails are tracked in CRM according to user settings. Replies will only appear in CRM automatically if a user has set Automatically track e-mails. Have you checked this setting?
    Thursday, May 17, 2012 7:59 PM
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    Hi Feridun,

    Thank you for your help.

    The settings in CRM 2011 look exactly like they are in  CRM 4, which works fine. Here it is:

    Any thoughts?

    Regards,

    P.

    MCC, MCT, MCP, MCTS
    If you find this post helpful then please "Vote as Helpful". If I helped you with an answer to a question then please "Mark As Answer".

    Friday, May 18, 2012 9:00 AM
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    Hi Feridun,

    I checked the emails today and I realised the email is in CRM! It is just taking a long time to process the emails. Is there anywhere I can change the settings for them to take less time? Is there any registry settings, etc?

    Regards,

    P.

    MCC, MCT, MCP, MCTS
    If you find this post helpful then please "Vote as Helpful". If I helped you with an answer to a question then please "Mark As Answer".

    Friday, May 18, 2012 9:07 AM
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    Well it is all down to the E-mail Router service.  There is a polling period setting on the advanced tab of the incoming profile. The default is 60 seconds - you might check that to see if it has been changed.

    If it is set to 60 seconds, then another consideration is the number of mailboxes that the E-mail Router has to check. If you have a large number you might consider switching to monitoring a forward mailbox instead. This gives the E-mail Router much less work to do, it only monitors one mailbox and might speed things up.

    Friday, May 18, 2012 9:11 AM
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