Inactive Contact records are populated in the CRM Address Book when using the Microsoft Dynamics CRM for Outlook client

Symptoms

Consider the following scenario: After you have upgraded from Microsoft Dynamics CRM 4.0 to Microsoft Dynamics CRM 2011, or if you are running Microsoft Dynamics CRM 2011 and higher:

1. Launch the Microsoft Dynamics CRM for Outlook Client for an active user.
2. Open the Personal Options for CRM and select the Address Book tab.
3. Under Contacts select "Match all contacts in Microsoft Dynamics CRM"
4. Select OK and close Outlook.
5. Open the CRM Web client and create a new contact record. Populate the required fields and the E-mail Address.
6. Disable/Deactivate the contact record after you have saved it.
7. Open the Microsoft Dynamics CRM for Outlook client. 
8. Select the Address Book icon from the Outlook toolbar.
9. Choose the <ORG> - Contacts address book under the Outlook Address Book list.

You will find the disabled CRM Contact record populated in the Address Book for your organizational Contacts. 

Cause

This behavior has changed from the observed behavior in Microsoft Dynamics CRM 4.0. If you were using the same Address Book settings in Microsoft Dynamics CRM 4.0, the Address Book would filter out disabled Contact records in the list.

The Microsoft Dynamics CRM Outlook Client synchronization architecture was redesigned starting with Microsoft Dynamics CRM 2011 to improve synchronization performance. The redesign removed the functionality to filter out disabled Contact records from the Address Book list.

Resolution

If it is necessary to filter out disabled Contact records, you can change the Contact Address Book setting from "Match all contacts in Microsoft Dynamics CRM" to "Match only against contacts synchronized to Microsoft Dynamics CRM." This will remove the <ORG> - Contacts entry from the Outlook Address Book, and rely on the CRM Contacts records that have synchronized to the Outlook Contacts. The Outlook Filters rule for Contacts specifies that the status of the Contact must be Active, therefore disabled Contact records will no longer show up in the Outlook Address Book.

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