MS Exchange / Outlook Distribution List & team mailbox

sunhux used Ask the Experts™
We have a team of staff dealing with external customers & would like
an email that's shared by team members ie when customers send an
email, all members get it at the same time & this email is stored
not only in each individual staff's mailbox but also a separate mailbox
that's usually not accessed by the team members.

We're on MS Exchange & Outlook 2010.

The requirements:
a)      low maintenance of the emails in that separate mailbox as we
        expect volumes of emails:  auto-archiving of that 'separate
        mailbox' is good to have

b)      best that the external customers do not have visibility of each
      members in the distribution list : I've seen cases where a
        team member's mailbox quota was reached, an email will be
        auto-bounced to the sender to inform the sender that it
        bounced for that particular team member

c)      minimize possibilities of lost emails due to team members’
        mailbox full or mails deleted accidentally by a team member

What's the best ways to achieve the above?

let's call the distribution list & the 'separate'

a) Set up a dedicated PC that has the mailbox always open with
    an Outlook rule to auto-archive (ie auto move) it to the local
    PC's storage?  Can we not have anything better than this ie
    without a dedicated PC that's always opening a profile to
    run the rule?  The team members carry laptop & each of
    them may have a different ways of doing archiving, so that's
    why I suggest  a 'separate' mailbox

b) When each team member send an email out, is there a
     way that by default the sender is shown to the external
     customers as ?  Pls show the screen shot
     on how to configure this

c)  can the distribution list & the 'separate' mailbox have a
     common email address ie is named as ?

How is this generally set up in the field for various customer
service & helpdesk teams (with Outlook & MS Exchange) ?
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My advise is to forget about the DL. Just create the mailbox with the address you want then have your users add this mailbox as a secondary account in Outlook.

To address your specific requirement:

a) I do not recommend archiving to PST. If the items are important enough to keep, they should be kept in Exchange where they are safe. You can set a retention policy to automatically deleted items beyond a certain age if you want to do a regular cleanup.

b) This issue is addressed by just using the mailbox. There will be no possibility of NDRs from each user and when users reply to messages in this mailbox, the From address will be the mailbox.

c) If emails are accidentally deleted, they can be recovered using the Recovered Deleted Items feature.



> your users add this mailbox as a secondary account in Outlook
With the above setup, if a team member has read an email in the
secondary (ie the team's email account) account, will it be flagged
as "Read" ?

So it requires the MS Exchange administrator to 'authorize' all the
team members to add this team account as secondary account?
Can it be such that the team members only have readonly access
to this team account ie they can't delete the emails?

So the secondary account will have its own mail quota (say I wish
to grant it 500MB) while individual members team account has
lower quota ?

> If the items are important enough to keep, they should be kept in Exchange
There's a hindrance here: I've seen emails in our team's pst reaching 2GB
within a month & our corporate IT is not that accommodating in granting
large mailbox quota.  So what if a team member accidentally delete (by
pressing Shift-Delete, not just Delete which can be recovered from Deleted
folder), can that "Shift-Deleted" email still be recovered?

Understand your explanation on point b.  What's NDR?  (Non Disclosed Recipients?)


> set a retention policy to automatically deleted items beyond a certain age
Is there a way to set retention policy such that mails older than say 30 days
in this team's  "secondary" account is automatically moved to a folder or
sub-folder in Exchange server rather than being deleted?  If this can be done,
do provide me with step by step instructions on how to set this
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Q1: Yes, once someone reads the email, it will be marked as read in the mailbox.

Q2: No, you would give out the password to the mailbox to anyone who needs access

Q3: No, mailbox access is all or nothing. You can place a litigation hold on the mailbox though so nothing can be deleted.

Q4: Yes

Q5: Shift-deleted emails can be recovered through Deleted item recovery, up to the retention period set in Exchange (14 days by default)

Q6: Non-Delivery Report (email bounce)

Q7: No, retention policies cannot move emails to other folders.



> Recovered Deleted Items feature
Where is the above feature set?  In Exchange server or on Outlook?
Can give me a screen shot(s) of how to go about setting this?

Can DL email address = the team's mailbox address?
My colleague has requested for a DL (let's refer to it
as & we're already receiving emails.
Can I now just request for a mailbox with the same
address ie  

Other than old emails (ie prior to mailbox creation) not being
stored in this new mailbox I'm going to request, any other


I've found the "Recover Deleted Items" in my Outlook 2010 which
is not present in my Outlook 2003: looks like I could recover up
to last 11 days "Shift-Deleted" mails.

How can I extend this to say 30 days?
In EMC, go to Organization Configuration / Database Management. Open the Properties page for each database and go to the Limits tab. You can modify the "Keep deleted items for (days)" value. Note that this is not retroactive.


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