I am able to send outbound email from CRM, but returned inbound messages do
not save in CRM. They stop in Outlook. Something is not working on my
CRM-Exchange router.

Any suggestions would be greatly appreciated.

--
Mike Parks
Georgia Institute of Technology
Atlanta, Georgia

Do the inbound emails have the GUIDs in the subject line, often separated
from the actual subject by several spaces? This is what the Exchange CRM
router uses to link the email to its parent object.

Although this does not fix the problem, if the sender has been resolved to a
name, rather than an email address, you can manually link the email to its
parent object by selecting the email in question, and clicking on 'Promote
email to CRM Activity'.

HTTH

Gill

"Razorback" wrote:

Gill, Thanks for replying. Yes...the GUID is in the subject line. We can't
promote to CRM because CRM throws an error message saying the email is
already being tracked. I guess it is seeing the GUID and assuming the email
is in CRM...even though it's not.

"Gill" wrote:

Assuming your Exchange Router is setup appropriately (installed on all of
your gateway Exchange boxes), inbound CRM email will be delivered to both
your Exchange inbox (Outlook) and CRM. The error you are receiving indicates
that the email was actually stored in CRM (it does not use the GUID on the
subject, rahter a GUID stored in a custom property that could only be set by
promotion or the router). Inbound email is considered a closed activity, so
be sure to change your view to look for closed activities.

"Razorback" wrote:

also it is possible you have multiple contacts or accounts with the same
email address. For instance you might have an account and contact with the
same priary email. In which case the incoming email might be assigned to the
wrong record

--
John O'Donnell
Microsoft CRM MVP
http://www.mscrmfaq.us


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