email routing in CRM

Hi,

We are unable to route emails into CRM. Outgoing emails
from CRM work fine but a reply always ends up in Outlook
instead of CRM. We are trying to use CRM for helpdesk
functionality. All the steps mentioned on page 73 and 186
of the implementation guide were followed but even then we
are unable to figure out the problem.

We want all emails, to say support@abc.com, to be routed
into CRM instead of Outlook.

Thank you,

Salil

anonymous
Mon Jun 07 10:56:05 CDT 2004

Emails coming back should show up in both Outlook and CRM. Are you testing internal emails? Because the router isn't triggered by internal emails, only ones coming from outside. HTH

anonymous
Mon Jun 07 11:45:17 CDT 2004

Internal emails seem to work fine between CRM users. But
emails from outside do not come through. I was reading the
implemenation guide and on Page 217 (Document page number
191) it says that Exchange 2003 is a pre-requisite. We
have Exchange 2000. Does it matter - through out the
document they have been talking about EX 2000 and EX 2003
in the same way.

We want all our support emails to come into CRM as an
activity. We also followed instructions on Page 73
(document page 47).

Thanks for your reply,

Salil


>-----Original Message-----
>Emails coming back should show up in both Outlook and
CRM. Are you testing internal emails? Because the router
isn't triggered by internal emails, only ones coming from
outside. HTH
>.
>

Matt
Mon Jun 07 22:01:16 CDT 2004

Salil,

Yes, CRM will support Exchange 2000. Was this an email alias that you were
previously using? If so, try re-booting your Exchange server. Even though
you've disabled the account, Exchange may be caching the account info and
treating it as still active.

Matt Parks

----------------------------------------
----------------------------------------
On Mon, 7 Jun 2004 09:45:17 -0700, <anonymous@discussions.microsoft.com> wrote:

Internal emails seem to work fine between CRM users. But
emails from outside do not come through. I was reading the
implemenation guide and on Page 217 (Document page number
191) it says that Exchange 2003 is a pre-requisite. We
have Exchange 2000. Does it matter - through out the
document they have been talking about EX 2000 and EX 2003
in the same way.

We want all our support emails to come into CRM as an
activity. We also followed instructions on Page 73
(document page 47).

Thanks for your reply,

Salil


>-----Original Message-----
>Emails coming back should show up in both Outlook and
CRM. Are you testing internal emails? Because the router
isn't triggered by internal emails, only ones coming from
outside. HTH
>.
>