How to avoid missing customer emails when account manager is absent


here is the scenario...

1. Sales account manager for what ever reason (sick, accident and unable to set Out of Office) is not at work in the morning.
2. Also, he/she cannot access email and voice mail to let customers know that he/she is unavailable (like REALLY unavailable).
3. Customer request requires urgency; however, no one knows about it for 1, 2 or 5 hours or days.

Is there anything that can be done to avoid this?

We have exchange 2007 with OWA operational. However, owa does not have ability to setup forwarding to to the other mail box. Giving office managers/supervisors access to employee mailbox? We can do that (email is owned by our company) but then there is still privacy issues.

any ideas?

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Will SzymkowskiSenior Solution ArchitectCommented:
You can use Transport Rules leveraging moderation or CC or BCC the initial message.
- Open the EMC, Under Org Config, Hub Transport
- Create a new transport rule
- Under Conditions, select
--From Users Inside or Outside the company
--Sent to people <manager>
- click Next
- Under Actions you can use "Copy message to address" BCC, or moderation
- Click Next
- Exception (you can create different exceptions when the rule applies based on where the email is coming from)
- Finish

Using Transport Rules you are being proactive about this, rather than giving mailbox permissions to the user and accessing the mailbox directly. Another method would be to have a shared mailbox where both users have access to it.


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This is the tension between providing coverage vs providing personal attention.

It may be as simple as giving your customers a second email address to use when requesting something, one that goes to a mailbox that multiple people monitor to watch for situations that may require escalation. Most of the time, the customer has a more personal relationship with the one employee who they deal with most often, but nobody can single-handedly provide 100% 24x7x365 coverage for their needs, so they should be able to understand how your organization functions to provide backup when the point person happens to be unavoidably unavailable.
David Johnson, CD, MVPOwnerCommented:
#1 The mail should go into a dedicated account that is maintained by the Accounts Team this should be a shared mailbox
#2 Personal mail doesn't belong on a corporate email account.
#3 There should be no expectation of privacy for corporate mail
#4 if using a non shared account then there should be something in the message(s) perhaps the signature.. if you have an urgent request then email xxx and it will be answered by the next available agent.  
Same goes for voice mail .. there should be an option to contact the next available agent if the call is going to go to voice mail.
Andrei9Author Commented:
thank you very much guys as all your comments are very good!
We will consider all 3 at this time.
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