Mails from a specific customer is not getting recieved in CRM Agent Inbox.

[Former Member]

When A specific customer sends mails to outlook email id the same mail is not getting recieved at linked CRM Agent Inbox.

What could be reason for one customer's mail is failing to reach CRM agent inbox?

Also can some one help me to find out where the mapping of CRMreciepient Id to corresponding outlook email id?

[bruce_li]

Hi ARNAB，

Could you please F2 on the inbox view and check which of following view you are using?

=>CRMCMP_GW_INBOX/gw_integration
=>ICCMP_INBOX/InboxAdvancedSearch

If you are using CRMCMP_GW_INBOX component, then which means you are trying to Synchronize
between CRM and outlook with Client Groupware. In this case, we need to reroute your questions to
Groupware integration tag.

If you are using ICCMP_INBOX/InboxAdvancedSearch, then I think you need to use ERMS scenario.
You can refer to following KBA and Wiki page.

1846041 - How to analyze why an ERMS inbound E-Mail is not found in the agent inbox

Wiki：
https://wiki.scn.sap.com/wiki/x/Jw2EFQ

Best Regards,
Bruce