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    Hi,

    We are on CRM 2013 on-premise. We are using the CRM email router to automatically create email activities for every email that arrives in a shared group mailbox. Since tracking on a group mailbox is not allowed, we turned to CRM email router. Some questions:

    1. There are already tens of thousands of emails sitting in that group mailbox. When we turned on the email router, we see that CRM created all email activities from these tens of thousands emails. We're going to delete these old emails from CRM. Questions: does email router look at specific or primary inbox to synch up the emails? We're thinking of putting the old emails in an archive folder so don't get synched up by the router.

    2. We sometimes see delay that CRM email activities don't get created right away. The delay can take hours or days. Sometimes we have to restart the Email Router service to push it. I think this is an issue that comes up when there are too many emails to synch at a time. We have some plans to fix this issue:
    a. In CRM Mailbox setting there is an option to "Delete Emails after Processing". Will this help? And do the emails automatically get deleted once synched up to CRM?? 

    b. Create a CRM Forward Mailbox. So have the emails come automatically routed to that new forward mailbox, then if possible emails automatically get deleted. Question: with the forward mailbox, will it retain the original senders of the emails? Is this a setting that needs to be applied on Exchange?

    c. Back to question in 1.) whether or not email router look at specific or primary inbox to synch up the emails? We're thinking of putting the old emails in an archive folder so don't get synched up by the router.

    Thanks.

    -tri

    Wednesday, May 13, 2015 2:59 PM

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    When you use a forward mailbox, you deploy a forwarding rule (using the rule deployment wizard which is part of the email router download) to each user that will be using this option. Also, keep in mind that you can have a group of users who will use the forward mail box and another group who don't and want the router to access their personal mailboxes or even use the Outlook client.

    The forwarding rule will forward a copy of the email (when it is received) as an attachment to the forward mailbox where the email router checks that mailbox at intervals, determines if the email should be tracked into CRM or not.  If it is tracked into CRM, it is deleted from the mailbox.  If the email is determined it should not be tracked, the email is still deleted.

    The original email is still in the user's mailbox if you want it for historical purposes.

    Here is an excerpt I pulled from the following link.

    https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2012/11/09/email-router-demystified-explanation

    Forward Mailbox

    As mentioned previously, the Forward Mailbox can only be used for Incoming e-mails. The idea behind the Forward Mailbox is that e-mails from CRM users are all forwarded as attachments to a common mailbox, commonly referred to as the Forward Mailbox. Then the E-mail Router connects to that mailbox and processes that one mailbox, rather than all mailboxes for all CRM users. Let’s take a look at what the flow looks like for the Forward Mailbox.

    1. Again, let’s continue to work with the concept that a user sent an e-mail out of CRM to a CRM Contact record. That contact then replies back to the e-mail message. The e-mail response is then delivered into the CRM User’s mailbox on the e-mail server. This is show in Step 1.

    2. Based on the forwarding rules deployed to the user’s mailbox, the e-mail server will forward a copy of the original e-mail message as an attachment to the Forward Mailbox as seen in Step 2.

    3. The E-mail Router establishes a connection with the Forward Mailbox and processes each e-mail. This is seen in step 3.

    4. Step 4 illustrates the E-mail Router querying CRM for each e-mail message within the Forward Mailbox to determine if it should be tracked inside of CRM. If it should, it will create an e-mail activity within CRM. If it should not be tracked, then CRM will disregard it. Either way, the e-mail in the Forward Mailbox inbox is deleted.

    Jason Peterson

    • Marked as answer by triangular Monday, May 18, 2015 7:27 PM
    Thursday, May 14, 2015 4:32 PM

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    If you create a sub folder inside the mailbox and move those old emails into it, the email router will not process them.  The email router will not know what was already processed if the email router service is restarted.  This can result in duplicate emails in CRM.  The work around was the sub folder.  It will not look in sub folders.

    As for email activities being created in CRM after a delay.  The email router processes the activities in bulk groups asynchronously.  So it will not process a new email as soon as it hits the mailbox.  If the delay is approximately up to 10 to 15 minutes, it may not be reason for concern.  If you are seeing a delay of hours, you may want to look at how many emails there are in the mailbox.  It could be possible that there are an incredibly large number to process.  Or perhaps the email router service is stopping and starting for some reason.  You may want to check the event logs on the server where the router is installed.  Do any of the emails have any special characters (such as Asian characters) in the subject line?  Special characters have caused blockages with the router processing emails in previous versions of CRM.

    Using the option to delete the email after it is processed would be a business preference call.  Again, if you don't want to delete them, move them to a sub folder.  I haven't heard of a mailbox size recommendation for the router, but with previous versions of CRM, Microsoft recommended to keep the mailboxes less than 1GB in size when using the Outlook client for performance reasons because the Outlook client had to check each email in the mailbox and check CRM.

    Jason Peterson

    Wednesday, May 13, 2015 4:52 PM
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    Thanks for your reply Jason. This clears up about moving synched emails to a different folder.

    We might want to go with the forward mailbox. With the forward mailbox, do you know if it will retain the original senders of the emails? Is this a setting that needs to be applied on Exchange?

    Thanks much.

    -tri

    Thursday, May 14, 2015 2:59 PM
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    When you use a forward mailbox, you deploy a forwarding rule (using the rule deployment wizard which is part of the email router download) to each user that will be using this option. Also, keep in mind that you can have a group of users who will use the forward mail box and another group who don't and want the router to access their personal mailboxes or even use the Outlook client.

    The forwarding rule will forward a copy of the email (when it is received) as an attachment to the forward mailbox where the email router checks that mailbox at intervals, determines if the email should be tracked into CRM or not.  If it is tracked into CRM, it is deleted from the mailbox.  If the email is determined it should not be tracked, the email is still deleted.

    The original email is still in the user's mailbox if you want it for historical purposes.

    Here is an excerpt I pulled from the following link.

    https://community.dynamics.com/crm/b/dynamicscrmsupportblog/archive/2012/11/09/email-router-demystified-explanation

    Forward Mailbox

    As mentioned previously, the Forward Mailbox can only be used for Incoming e-mails. The idea behind the Forward Mailbox is that e-mails from CRM users are all forwarded as attachments to a common mailbox, commonly referred to as the Forward Mailbox. Then the E-mail Router connects to that mailbox and processes that one mailbox, rather than all mailboxes for all CRM users. Let’s take a look at what the flow looks like for the Forward Mailbox.

    1. Again, let’s continue to work with the concept that a user sent an e-mail out of CRM to a CRM Contact record. That contact then replies back to the e-mail message. The e-mail response is then delivered into the CRM User’s mailbox on the e-mail server. This is show in Step 1.

    2. Based on the forwarding rules deployed to the user’s mailbox, the e-mail server will forward a copy of the original e-mail message as an attachment to the Forward Mailbox as seen in Step 2.

    3. The E-mail Router establishes a connection with the Forward Mailbox and processes each e-mail. This is seen in step 3.

    4. Step 4 illustrates the E-mail Router querying CRM for each e-mail message within the Forward Mailbox to determine if it should be tracked inside of CRM. If it should, it will create an e-mail activity within CRM. If it should not be tracked, then CRM will disregard it. Either way, the e-mail in the Forward Mailbox inbox is deleted.

    Jason Peterson

    • Marked as answer by triangular Monday, May 18, 2015 7:27 PM
    Thursday, May 14, 2015 4:32 PM