Configuring all incoming and outgoing email tracking RRS feed

  • Question

  • We're trying to configure CRM/Exchange/eRouter to automatically track all incoming emails into the organization and all outgoing messages.  


    We've done the following:


    1. Changed "Email access configuration" to "eRouter" in each user's profile

    2. "Loaded" the user into the eRouter with both incoming and outgoing profiles

    3. In each user's outlook profile, we changed "Select the e-mail messges to be track in Microsoft CRM" option to have "All"

    4. Turned off the email tracking token (unfortunately they don't want to use it)


    Outgoing email is working fine ... since the "Track in CRM" button is always clicked.   

    Replies to tracked messages are being tracked as well.

    However, new incoming messages (i.e. the client emails us first) are not being tracked.


    A. Our understanding is that "all" means any and all messages that come in. is that true?


    B. How could we look to configure CRM, Exchange, etc ... so that is the case.





    Friday, November 28, 2008 2:26 PM


  • I think you may need to configure this to use the Forwarding mailbox as the Incoming so all incoming emails are forwarded to a designated e-mail box for processing to CRM. 


    See the e-mail router installation guide for details about how to setup the forwarding mailbox in Exchange and then configure the CRM user records to use the Forward Mailbox for Email Access Type Incoming.

    Friday, November 28, 2008 4:43 PM