CRM Email Router Scenarios

Microsoft Dynamics CRM 2011 E-mail Router Deployment Scenarios

5.0.0

CopyrightThis document is provided "as-is". Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. You bear the risk of using it.

Some examples depicted herein are provided for illustration only and are fictitious. No real association or connection is intended or should be inferred.

This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal, reference purposes.

© 2011 Microsoft Corporation. All rights reserved.

Microsoft, Active Directory, Excel, Hyper-V, Internet Explorer, Microsoft Dynamics, Microsoft Dynamics logo, MSDN, Outlook, Notepad, SharePoint, Silverlight, Visual C++, Windows, Windows Azure, Windows Live, Windows PowerShell, Windows Server, and Windows Vista are trademarks of the Microsoft group of companies.

All other trademarks are property of their respective owners.

Table of Contents

Overview.........................................................................................................................5

Deployment Scenarios (On-Premises)............................................................................................5

Deployment Scenarios (Online).......................................................................................................6

Deployment considerations, by component.....................................................................................6

On Premises Scenario 1: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mail...................................................................9

Configure the Microsoft Dynamics CRM deployment......................................................................9

Configure the outgoing e-mail profile.............................................................................................10Use Exchange Online for outbound e-mail...............................................................................10Use SMTP for outbound e-mail.................................................................................................12

Configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mail.......................13Configure the incoming e-mail profile........................................................................................14Set e-mail access type to E-mail Router in Microsoft Dynamics CRM......................................19Test and publish the new profiles and deployment...................................................................19

On Premises Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mail.................23

Configure the outgoing e-mail profile.............................................................................................23

Configure the incoming e-mail profile............................................................................................25Steps for Exchange E-mail Server Type...................................................................................26Steps for POP3 E-mail Server Type.........................................................................................28

Configure the Microsoft Dynamics CRM deployment....................................................................29

Configure the Microsoft Dynamics CRM forward mailbox..............................................................30Set up the forward mailbox.......................................................................................................31

Configure Microsoft Dynamics CRM users to use a forward mailbox............................................32

Deploy the Exchange rule using the Rule Deployment Wizard......................................................33

Test and publish the new outgoing profile and deployment...........................................................34

Keep user credentials secure........................................................................................................35

Managing certificates to use the E-mail Router with HTTPS.........................................................36

On Premises Scenario 3: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client...............37

Requirements................................................................................................................................ 37

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRM....................................38

i

Set personal options in Microsoft Dynamics CRM.........................................................................38

Troubleshooting information......................................................................................41

Using the Rule Deployment Wizard to deploy Microsoft Dynamics CRM e-mail rules...................41

Messages are not deleted from the forward mailbox.....................................................................41

Clicking Load Data in the E-mail Router Configuration Manager displays no users......................42

User cannot resolve e-mail............................................................................................................42

E-mail Router requires specific configuration and environment.....................................................43

Changing a user’s e-mail options...................................................................................................43

Using Microsoft Exchange Server 2010.........................................................................................43

Using an Internet-Facing Deployment (IFD)..................................................................................43

More Information............................................................................................................................ 44

Online Scenario 1: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client...............45

Requirements................................................................................................................................ 45

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRM....................................46

Set Personal Options in Microsoft Dynamics CRM........................................................................46

Online Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mail..............................................................................49

Configure the outgoing e-mail profile.............................................................................................49Use Exchange Online for outbound e-mail...............................................................................49Use SMTP for outbound e-mail.................................................................................................51

Configure the incoming e-mail profile............................................................................................53Steps for Exchange E-mail Server Type...................................................................................54Steps for ExchangeOnline Server Type....................................................................................56Steps for POP3 E-mail Server Type.........................................................................................57

Configure the Microsoft Dynamics CRM deployment....................................................................59Set e-mail access type to E-mail Router in Microsoft Dynamics CRM......................................61Test and publish the new profiles and deployment...................................................................62

Online Scenario 3: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mail.............................65

Configure the outgoing e-mail profile.............................................................................................65Use SMTP for outbound e-mail.................................................................................................66Use Exchange Online for outbound e-mail...............................................................................67

Configure the incoming e-mail profile............................................................................................69Steps for Exchange E-mail Server Type...................................................................................70Steps for ExchangeOnline Server Type....................................................................................72Steps for POP3 E-mail Server Type.........................................................................................73

ii

Configure the Microsoft Dynamics CRM deployment....................................................................75

Configure a Microsoft Dynamics CRM forward mailbox.................................................................77Set up the forward mailbox.......................................................................................................78

Configure Microsoft Dynamics CRM users to use a forward mailbox............................................79

Deploy the Exchange rule using the Rule Deployment Wizard......................................................80

Deploy the Exchange rules manually through Exchange Online...................................................81

Test and publish the new outgoing profile and deployment...........................................................81

Troubleshooting information......................................................................................83

Using the Rule Deployment Wizard to deploy Microsoft Dynamics CRM e-mail rules...................83

Messages are not deleted from the forward mailbox.....................................................................83

Clicking Load Data in the E-mail Router Configuration Manager displays no users......................84

User cannot resolve e-mail............................................................................................................84

Changing a user’s e-mail options...................................................................................................85

More Information............................................................................................................................ 85

iii

Chapter 1

OverviewThe E-mail Router Configuration Manager makes sending and receiving e-mail from Microsoft Dynamics CRM flexible. With this flexibility comes the requirement to configure several aspects of the E-mail Router for the ways your organization uses it. This document contains procedures you can follow to configure Microsoft Dynamics CRM e-mail in different deployment scenarios, with a focus on the following components:

The Microsoft Dynamics CRM E-mail Router

Forward mailbox

Microsoft Dynamics CRM for Outlook

The scenario that you deploy will depend on how well these components meet the needs of your organization. A deployment frequently combines components. For example, within one organization, some users can use the Microsoft Dynamics CRM E-mail Router for sending and tracking e-mail in Microsoft Dynamics CRM and other users can use Microsoft Dynamics CRM for Outlook for that purpose.

This document describes six scenarios. Three of them apply to installations that include Microsoft Dynamics CRM (On-Premises Edition), and three apply to installations that include Microsoft Dynamics CRM Online. The following sections briefly describe these scenarios:

Deployment Scenarios (On-Premises) (on page 5)

Deployment Scenarios (Online) (on page 6)

In This ChapterDeployment Scenarios (On-Premises).........................................................................................5

Deployment Scenarios (Online)...................................................................................................6

Deployment considerations, by component.................................................................................7

Deployment Scenarios (On-Premises)This section covers the following deployment scenarios for users of Microsoft Dynamics CRM (On-Premises Edition):

On Premises Scenario 1: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mail (on page 9)

In this scenario, the E-mail Router is used to process both outgoing e-mail that users create in Microsoft Dynamics CRM and incoming e-mail that will be received into and tracked in Microsoft Dynamics CRM. Before you begin this scenario, you must install the Microsoft Dynamics CRM E-mail Router. For more

5

information, see Microsoft Dynamics CRM E-mail Router Installation Instructions (http://technet.microsoft.com/en-us/library/gg554686.aspx).

This scenario does not require a forward mailbox, it does not require users to install Microsoft Dynamics CRM for Outlook, and it does not require that you install the Rule Deployment Wizard.

On Premises Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e- mail and a forward mailbox for incoming e-mail (on page 25)

This scenario illustrates the use of a forward mailbox. A forward mailbox receives incoming e-mail and transfers it to Microsoft Dynamics CRM for individual users of Microsoft Dynamics CRM. The E-mail Router is used to send outgoing e-mail that users create in Microsoft Dynamics CRM.

Before you begin this scenario, you install the Microsoft Dynamics CRM E-mail Router and, optionally, the Rule Deployment Wizard. For more information, see Microsoft Dynamics CRM E-mail Router Installation Instructions (http://technet.microsoft.com/en-us/library/gg554686.aspx). Microsoft Dynamics CRM for Outlook does not have to be installed.

On Premises Scenario 3: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client (on page 43)

In this scenario, all of the Microsoft Dynamics CRM users in the organization will use Microsoft Dynamics CRM for Outlook as the e-mail client. You do not have to install the Microsoft Dynamics CRM E-mail Router or the Rule Deployment Wizard, but Microsoft Dynamics CRM for Outlook must be installed for every user in the organization who wants to use Microsoft Dynamics CRM for Outlook as their E-mail Router. For more information, see Microsoft Dynamics CRM for Outlook Installation Instructions (http://technet.microsoft.com/en-us/library/gg554684.aspx).

Deployment Scenarios (Online)This section covers the following deployment scenarios for users of Microsoft Dynamics CRM Online:

Online Scenario 1: Configuring Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client (see "Online Scenario 1: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client" on page 53)

In this scenario, all of the Microsoft Dynamics CRM users in the organization will use Microsoft Dynamics CRM for Outlook as the e-mail client. You do not have to install the Microsoft Dynamics CRM E-mail Router or the Rule Deployment Wizard, but Microsoft Dynamics CRM for Outlook must be installed for every user in the organization. For more information, see Microsoft Dynamics CRM for Outlook Installation Instructions (http://technet.microsoft.com/en-us/library/gg554684.aspx).

Online Scenario 2: Configuring Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mail (see "Online Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mail" on page 57)

In this scenario, the E-mail Router is used to process both outgoing e-mail that users create in Microsoft Dynamics CRM and incoming e-mail that will be received into and tracked in Microsoft Dynamics CRM. Before you begin this scenario, you must install the Microsoft Dynamics CRM E-mail Router. For more information, see Microsoft Dynamics CRM E-mail Router Installation Instructions (http://technet.microsoft.com/en-us/library/gg554686.aspx).

6

http://technet.microsoft.com/en-us/library/gg554686.aspx





Chapter 1: Overview

This scenario does not require a forward mailbox, it does not require users to install Microsoft Dynamics CRM for Outlook, and it does not require that you install the Rule Deployment Wizard.

Online Scenario 3: Configuring Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mail (see "Online Scenario 3: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mail" on page 73)

This scenario illustrates the use of a forward mailbox. A forward mailbox receives incoming e-mail and transfers it to Microsoft Dynamics CRM for individual users of Microsoft Dynamics CRM. The E-mail Router is used to send outgoing e-mail that users create in Microsoft Dynamics CRM.

Before you begin this scenario, you must install the Microsoft Dynamics CRM E-mail Router and the Rule Deployment Wizard. For more information, see Microsoft Dynamics CRM E-mail Router Installation Instructions (http://technet.microsoft.com/en-us/library/gg554686.aspx). Microsoft Dynamics CRM for Outlook does not have to be installed.

Deployment considerations, by componentThe deployment scenarios described in this document require the use of one or more of the following components. To help you compare them, this section lists characteristics of each component:

The Microsoft Dynamics CRM E-mail Router Can be used to connect to Exchange and POP3 mailboxes to route qualified e-mail messages to and

from Microsoft Dynamics CRM.

Can be used in deployments where Microsoft Dynamics CRM for Outlook is not installed.

Can be used to monitor individual user or queue mailboxes.

In small organizations, the E-mail Router can be installed side-by-side on the same computer as the Microsoft Dynamics CRM Server 2011. In larger organizations, the E-mail Router should be installed on a dedicated computer that is always running.

Forward Mailbox Reduces the number of incoming profiles that must be created and managed for organizations that

monitor a large number of user mailboxes.

There is only one central mailbox to monitor.

The e-mail provider must have the ability to forward e-mail as an attachment. This ability is required to forward e-mail messages to a central mailbox (known as a "forward mailbox") that is monitored by the Microsoft Dynamics CRM E-mail Router.

A mailbox rule must be deployed to each user to forward e-mail messages to the central mailbox.

Microsoft Dynamics CRM for Outlook This scenario does not require the Microsoft Dynamics CRM E-mail Router. Microsoft Dynamics CRM for

Outlook is able to send e-mail for each user whether the user sends it from within Outlook or from within the Microsoft Dynamics CRM Web client. It can also receive and track e-mail in Microsoft Dynamics CRM.

There are no user passwords to maintain for access to Microsoft Dynamics CRM or to users’ mailboxes.

7


Chapter 1: Overview

Microsoft Dynamics CRM for Outlook must be running to send and track e-mail messages in Microsoft Dynamics CRM. If Microsoft Dynamics CRM for Outlook is not running, e-mail messages will be queued until Outlook starts and connects to the Microsoft Dynamics CRM Server 2011 and to the e-mail server.

This scenario cannot be used for queues that were created in Microsoft Dynamics CRM.

8

Chapter 2

On Premises Scenario 1: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mailThis section shows how to configure the E-mail Router to transfer e-mail messages to and from Microsoft Dynamics CRM. In this section, you will complete the following main tasks:

Configure the Microsoft Dynamics CRM deployment (on page 9)

Configure the outgoing e-mail profile (on page 11)

Configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mail (on page 14)

In This ChapterConfigure the Microsoft Dynamics CRM deployment...................................................................9

Configure the outgoing e-mail profile.........................................................................................11

Configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mail...................14

Configure the Microsoft Dynamics CRM deploymentPerform the steps in the following procedure after you have created the outgoing and incoming e-mail profiles.

To configure a new deployment

1. Start the E-mail Router Configuration Manager.

2. Click the Deployments tab.

3. Click New to create a new deployment.

4. Leave the default Deployment option set to My Company.

5. For Microsoft Dynamics CRM Server, type the URL address to open the Microsoft Dynamics CRM Web site. For example, assume the following:

The Microsoft Dynamics CRM Server 2011 name is CRMWEB.

The Microsoft Dynamics CRM Web site runs on port 5555.

The OrganizationName is Adventure Works Cycles.In this scenario, you would type https://crmweb:5555/AdventureWorksCycles.

9

Chapter 2: On Premises Scenario 1: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mail

Notes

For OrganizationName on the Deployments tab, use the OrganizationUniqueName of your organization. The OrganizationUniqueName part of the URL must be spelled exactly as it appears in Microsoft Dynamics CRM. To determine the OrganizationUniqueName, start the Microsoft Dynamics CRM Web application as a user who has the System Customizer role. Click Settings and expand Customization. On the Customization page, click Developer Resources. The OrganizationUniqueName is displayed below the Organization Unique Name label.

If this URL address is entered incorrectly, the deployment will be created successfully but you will get an error when you click Load Data on the Users, Queues, and Forward Mailboxes page.

6. For Access Credentials, select the type of credentials from Local System Account or Other Specified:

Use Local System Account if you wish to use the machine account to connect to the Microsoft Dynamics CRM Server.To do so, the E-mail Router must be in the same domain as the Microsoft Dynamics CRM Server and the E-mail Router machine account is added to the Priv User Group in Active Directory.

Alternatively, you may use the Other Specified account to specify the credentials of a user of with the System Administrator Role to connect to Microsoft Dynamics CRM.

7. For Incoming configuration profile, select the incoming profile that should be mapped to all users and queues by default. The Incoming configuration profile field is optional, so you can leave it blank.

8. For Outgoing configuration profile, select the outgoing profile that you created.

10


9. Click OK to finish creating the deployment.

Configure the outgoing e-mail profileTo configure outgoing e-mail, first choose one of the following types of e-mail server:

Use Exchange Online for outbound e-mail (on page 11)

Use SMTP for outbound e-mail (on page 13)

Use Exchange Online for outbound e-mail1. Start the E-mail Router Configuration Manager.

2. On the Configuration Profiles tab, click New.

3. In the E-mail Router Configuration Profile dialog box, type a profile name. For example, type OutgoingEmail.

4. For Direction, select Outgoing.

5. For E-mail Server Type, select ExchangeOnline. The value for Protocol automatically changes to Exchange Web Services, the value for Authentication Type automatically changes to Clear Text, and the value for Access Credentials automatically changes to Other Specified.

Note

Clear Text is secure because SSL is required when ExchangeOnline is the e-mail server.

11


6. In the Exchange Web Services URL field, enter the complete URL for the outgoing e-mail server. Use the Exchange Web Services (EWS) URL format (EWS/exchange.asmx), as shown in the following examples:

https://autodiscover-red001.mail.microsoftonline.com/ews/exchange.asmx - US Data Center

https://autodiscover-red002.mail.emea.microsoftonline.com/ews/exchange.asmx - EMEA Data Center

https://autodiscover-red003.mail.apac.microsoftonline.com/ews/exchange.asmx - APAC Data Center

Note

Instead of typing a URL, you can select the Use Autodiscover option to use the Autodiscover service as the way to obtain the Exchange Web Services URL.

7. In the Access Credentials section, you specify how the E-mail Router will gain access to the Exchange Online server. Because the Other Specified option is selected, the E-mail Router will authenticate by using the credentials of a specified user. Now, select the User Type. The choices are Administrator and User. If you select User as the user type, the E-mail Router will connect to the mailbox whose credentials consist of the user's e-mail address (used as the User Name) and a password taken from the Password box. If you select Administrator as the user type, the E-mail Router can use the specified credentials to connect to any mailbox within the Exchange Online tenant to send e-mail messages. The send method can be either Delegate Access or Send as permission, depending on which access type that you select.

For User Name and Password, enter the credentials that the E-mail Router will use to retrieve e-mail messages from the Exchange Online mailbox to which this profile is mapped. The credentials can be either those of the Exchange Online mailbox or those of the Exchange Online tenant administrator. Enter the user name in the username@fulldomain format.

If you select Administrator as the user type, you must select either Delegate Access or Send as permission as the access type. Delegate Access causes e-mail to be sent as "Send on behalf of" messages. Send as permission causes e-mail to be sent as "Send As" messages.

Notes

To use delegate access when processing outgoing e-mail messages for Exchange Online, the credentials specified in the outgoing profile must have "PublishingEditor" permissions (Delegate Access) on the Exchange Online mailboxes that need to be accessed. The Exchange Online administrator has this permission by default.

To use Impersonation ("Send as" permission), you must first log a support call with the Exchange Online team to ask for impersonation rights.

8. To save the configuration profile, click Publish.

9. Go to the procedure Configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mail (on page 14).

12


Use SMTP for outbound e-mailNote

If your organization used the E-mail Router in Microsoft Dynamics CRM 4.0, you can re-use the configuration profiles that you created for Microsoft Dynamics CRM 4.0. If this is the case, skip this procedure and go on to Configure Microsoft Dynamics CRM to use the E-mail Router for incoming email (see "Configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mail" on page 14).


2. Click Configuration Profiles and then click New.


Note

You might eventually need to create multiple incoming profiles. For this reason, specify profile names that are unique and easy to understand.


5. For E-mail Server Type, select SMTP. The value for Protocol automatically changes to SMTP.

6. Change the value in the Authentication Type list to the authentication that your SMTP server accepts. Available authentication types include Windows Authentication, Clear Text, and Anonymous.

If you are using the SMTP protocol of Microsoft Exchange Server, the authentication types that are supported are Clear Text and Windows Authentication.

If you are using a third-party SMTP server, confirm with your ISP the correct Authentication Type to set.

7. Type the name of the SMTP server in the E-mail Server field. Use the NetBIOS name or the Fully Qualified Domain Name (FQDN) of the server.

8. Select Use SSL if you want to require Secure Sockets Layer (SSL) for the connection to the e-mail server that will process outgoing e-mail.

9. In the Access Credentials list, select how the E-mail Router will gain access to the SMTP server. First, select the type of credentials to use. These are your choices:

Local System Account. Select this option if you want to authenticate by using the local system account of the computer where the E-mail Router is running. (This choice is available only if Windows Authentication is selected for Authentication Type.)

Other Specified. Select this option if you want the E-mail Router to authenticate by using the credentials of a specified user.

10. If you selected Other Specified, type the credentials to be used by the E-mail Router in the User name and Password fields.

Note

Whether you selected Local System Account or Other Specified, the credentials used by the E-mail Router must have sufficient rights to send e-mail to the designated SMTP server.

13


11. Click OK.

Note

If you configure your outgoing e-mail profile to use a Microsoft Exchange server as the SMTP server, additional configuration might be required. This additional configuration is described in Microsoft Knowledge Base (KB) article 915827 (http://support.microsoft.com/kb/915827/en-us). Specifically, follow the procedure about configuring the Microsoft Exchange server to allow relay messages from the Microsoft Dynamics CRM Server 2011.

Go to the procedure Configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mail (on page 14).

Configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mailTo configure Microsoft Dynamics CRM to use the E-mail Router for incoming e-mail, complete the following procedures:

1. Configure the incoming e-mail profile (on page 15)

14

http://support.microsoft.com/kb/915827/en-us


2. Set e-mail access type to E-mail Router in Microsoft Dynamics CRM (on page 21)

3. Test and publish the new profiles and deployment (on page 22)

Configure the incoming e-mail profileNote

If your organization used the E-mail Router in Microsoft Dynamics CRM 4.0, you can re-use the configuration profiles that you created for Microsoft Dynamics CRM 4.0. If this is the case, skip this procedure and go on to Configure users or queues to allow Microsoft Dynamics CRM E-mail Router access to mailbox (on page 18).

To configure the incoming e-mail profile



3. In the E-mail Router Configuration Profile dialog box, type a profile name. For example, type IncomingEmail.

Note


4. For Direction, select Incoming.

15


5. For E-mail Server Type, select the type of e-mail server that processes incoming e-mail for your organization.

6. In the remaining configuration steps, you provide the protocol and authentication information that the E-mail Router will use to communicate with the e-mail server. Your choices for these settings depend on the type of e-mail server:

If you selected any version of Microsoft Exchange, see Steps for Exchange E-mail Server Type (on page 16).

If you selected POP3, see Steps for POP3 E-mail Server Type (on page 19).

Steps for Exchange E-mail Server Type

The steps in this procedure continue from Configure the incoming e-mail profile (on page 15). If your e-mail server type is POP3, see Steps for POP3 E-mail Server Type (on page 19).

Note

For each E-mail Server Type, specific options are available for protocol and authentication type:

16


E-mail Server Type Protocols Authentication Types

Exchange 2003 WebDAV Windows Authentication

Exchange 2007WebDAV or Exchange Web Services Windows Authentication

Exchange 2010 Exchange Web Services Windows Authentication

Exchange Online Exchange Web Services Clear Text

1. Select the Protocol:

If your E-mail Server Type is Exchange 2007, select WebDAV or Exchange Web Services.

If your E-mail Server Type is not Exchange 2007, the Protocol is automatically selected for you.

Note

For information about the differences between the WebDAV and Exchange Web Services protocols, see Migrating from Exchange 2007 Legacy APIs (http://msdn.microsoft.com/en-us/library/cc535018(exchg.80).aspx).

2. Notice that the Authentication Type is also automatically selected, regardless of the version of Microsoft Exchange.

3. Indicate the Location of the e-mail server.

If the Protocol is WebDAV, type the HTTP-DAV location of the Microsoft Exchange server in the E-mail Server field. Please note the following:

A single installation of Microsoft Exchange Server can consist of multiple endpoints. Specify an endpoint that has HTTP-DAV enabled. (For example, on an Exchange 2003 installation, the endpoint used for Outlook Web Access (OWA) has HTTP-DAV enabled.)

Enter this location in URL format: https://ExchangeServerName or https://ExchangeServerName.domain.com.

If Microsoft Exchange is not installed on the default Web site and port, include the port number. For example: https://ExchangeServerName:8080

If the Protocol is Exchange Web Services, type the location of the Microsoft Exchange server in the Exchange Web Services URL field.

A single installation of Microsoft Exchange Server can consist of multiple endpoints. Specify the endpoint that has EWS enabled. Typically, the CAS role server has the EWS endpoint enabled.

Enter this location as a URL in Exchange Web Services (EWS) format: https://ExchangeServerName/EWS/Exchange.asmx.

If Microsoft Exchange is not installed on the default Web site and port, include the port number. For example: https://ExchangeServerName:8080/EWS/Exchange.asmx.

4. For Access Credentials, select the type of credentials that the E-mail Router will use to access the mailbox of the Microsoft Dynamics CRM record. The available credential types are Local System Account, User Specified, and Other Specified.

17

http://msdn.microsoft.com/en-us/library/cc535018(exchg.80).aspx


Note

The account you specify must have full access to the Microsoft Exchange mailbox of the Microsoft Dynamics CRM record. Verify that the rights are set correctly within the mailbox of the account. (These include, at a minimum, the rights to open the mailbox, read mailbox items, create folders, and move mailbox items.) For systems that use Microsoft Exchange 2003, you can change user mailbox rights in the Active Directory Users and Computers tool. For systems that use Microsoft Exchange Server 2007 or Microsoft Exchange Server 2010, use the Exchange Management Shell tool or the Exchange Management Console to change permissions on mailboxes.

If the E-mail Router is installed on the Exchange Server and the Access Credentials are set to Local System Account, no additional Exchange administration is required.

5. If you select User Specified for Access Credentials, each Microsoft Dynamics CRM user must perform additional configuration steps to grant the E-mail Router access to the Exchange mailbox. To do this, follow the steps in Configure users to allow Microsoft Dynamics CRM E-mail Router access to mailbox (see "Configure users or queues to allow Microsoft Dynamics CRM E-mail Router access to mailbox" on page 18).

6. Click OK to complete the configuration of the incoming profile.

7. Follow the steps in the procedure Configure users or queues to allow Microsoft Dynamics CRM E-mail Router access to mailbox (on page 18).

Configure users or queues to allow Microsoft Dynamics CRM E-mail Router access to mailbox

If your deployment is not SSL enabled, certain functionalities are disabled, including setting a mailbox user name and password to be used by the E-mail Router. This happens for security reasons, because the user name and password that are entered on this page would be transferred in clear text to the Microsoft Dynamics CRM Server.

The best way to re-enable these functionalities is to move your deployment to use SSL for the Microsoft Dynamics CRM Web site. However, you can still enable these functionalities on a non-SSL Microsoft Dynamics CRM Web site; to do so, follow the steps mentioned in Keep user credentials secure (on page 41) to set a Windows registry key. Do this for each deployment.

1. Open the Microsoft Dynamics CRM Web client.

2. Click File, and then click Options.

3. In the Set Personal Options dialog box, click the E-mail tab.

4. Select the Allow E-mail Router to use my credentials to send and receive e-mail on my behalf check box.

Note

The E-mail Router works only if the user’s primary e-mail address has been approved by a system administrator.

5. For User name, provide account credentials that are used to access the mailbox. You can use either the user's e-mail address or the user’s domain and user name in the format domain\username, for example, contoso\myalias.

6. For Password, type the user’s domain password.

7. Click OK to close the Set Personal Options dialog box.

18


Notes

If the passwords of Microsoft Dynamics CRM users are set to expire periodically in Active Directory, you must complete these steps every time the password changes.

The Allow credentials for the E-mail Router check box is also available on Queue records in Microsoft Dynamics CRM.

8. Continue with the procedure Configure the Microsoft Dynamics CRM deployment (see "Set e-mail access type to E-mail Router in Microsoft Dynamics CRM" on page 21).

Steps for POP3 E-mail Server Type

The steps in this procedure continue from Configure the incoming e-mail profile (on page 15), where you selected POP3 for E-mail Server Type. If your e-mail server type is not POP3, see Steps for Exchange E-mail Server Type (on page 16).

Note

For the POP3 E-mail Server Type, you can choose between two authentication types:


POP3 POP3 NTLM

POP3 POP3 Clear Text

1. Notice that the Protocol is automatically set to POP3.

2. For Authentication Type, specify the authentication method that is used to connect the E-mail Router to the POP3 account.

If you are connecting to an internal Exchange POP3 server, you can select NTLM authentication.

If you are connecting to an external Exchange POP3 server, you can select Clear Text authentication.

If your POP3 account resides with an ISP, contact the ISP to obtain the authentication type to access this account.

3. For E-mail Server, type the POP3 server name and domain. For example, type POP3servername.domain.com. If the POP3 account resides with an ISP, obtain the server name from the ISP.

Note

This is the same incoming e-mail server name you would use to connect Outlook to the POP3 account. To obtain the correct URL, refer to the POP3 account connection information, which is usually available in the online Help at the site where you registered for the POP3 account.

Alternatively, you can find the POP3 server name and domain in the account properties of the e-mail account, located in Microsoft Outlook.

4. Select the Use SSL check box if you want to require Secure Sockets Layer (SSL) for the connection to the outgoing e-mail server.

5. Access Credentials determines the type of credentials that the E-mail Router will use to access the mailbox of the Microsoft Dynamics CRM user. If a choice is available, select Other Specified. However,

19


if a deployment has been defined that specifies Microsoft Dynamics CRM Online, Other Specified is automatically selected for Access Credentials.

6. The User Name of the POP3 user’s account is automatically set. Type the password for this user.


8. Select the Use SSL check box if you want to require Secure Sockets Layer (SSL) for the connection to the incoming e-mail server.

9. For Access Credentials, select the type of credentials that the E-mail Router will use to access the mailbox of the Microsoft Dynamics CRM user. The available credential types are Other Specified and User Specified:

If you select Other Specified, the User Name of the POP3 user’s account is automatically obtained from Microsoft Dynamics CRM at runtime, but you must still type the password.

Notes

Other Specified is typically used for POP3 Microsoft Dynamics CRM queue accounts.

If you select Other Specified, all users or queues that are set to use one particular incoming profile must have the same password in order to connect. You can, however, create multiple incoming profiles for multiple POP3 accounts and assign a different password to each one.

If you select User Specified, each Microsoft Dynamics CRM user must perform additional configuration steps to grant the E-mail Router access to the POP3 mailbox. (Users can do this by following the steps in the procedure Configure users to allow Microsoft Dynamics CRM E-mail Router access to mailbox.)


Configure users or queues to allow Microsoft Dynamics CRM E-mail Router access to mailbox

If your deployment is not SSL enabled, certain functionalities are disabled, including setting a mailbox user name and password to be used by the E-mail Router. This happens for security reasons, because the user name and password that are entered on this page would be transferred in clear text to the Microsoft Dynamics CRM Server.

The best way to re-enable these functionalities is to move your deployment to use SSL for the Microsoft Dynamics CRM Web site. However, you can still enable these functionalities on a non-SSL Microsoft Dynamics CRM Web site; to do so, follow the steps mentioned in Keep user credentials secure (on page 41) to set a Windows registry key. Do this for each deployment.

1. Open the Microsoft Dynamics CRM Web client.

2. Click File, and then click Options.


4. Select the Allow E-mail Router to use my credentials to send and receive e-mail on my behalf check box.

20


Note

The E-mail Router works only if the user’s primary e-mail address has been approved by a system administrator.

5. For User name, provide account credentials that are used to access the mailbox. You can use either the user's e-mail address or the user’s domain and user name in the format domain\username, for example, contoso\myalias.

6. For Password, type the user’s domain password.

7. Click OK to close the Set Personal Options dialog box.

Notes

If the passwords of Microsoft Dynamics CRM users are set to expire periodically in Active Directory, you must complete these steps every time the password changes.

The Allow credentials for the E-mail Router check box is also available on Queue records in Microsoft Dynamics CRM.

8. Continue with the procedure Configure the Microsoft Dynamics CRM deployment (see "Set e-mail access type to E-mail Router in Microsoft Dynamics CRM" on page 21).

Set e-mail access type to E-mail Router in Microsoft Dynamics CRMBefore users can send and receive e-mail by using the Microsoft Dynamics CRM E-mail Router, you must configure each user for this functionality. To do this, follow these steps:

To set a user’s e-mail access type

1. Open the Microsoft Dynamics CRM Web client as a user who has the Microsoft Dynamics CRM system administrator role.

2. Click Settings, click Administration, and then click Users.

3. Double-click the user’s name to open the user record.

4. Select E-mail Router from the E-mail access type – Incoming list.

5. Select E-mail Router from the E-mail access type – Outgoing list.

6. Click Save & Close.

Note

By default, after a user is added or a user’s e-mail address is changed, that e-mail address must be approved by a system administrator. However, you can change the requirement that

21


e-mail addresses must be approved; to do this, follow the steps in To change the requirement for approval of users:

To change the requirement for approval of users

1. As a system administrator, open the Microsoft Dynamics CRM Web application.

2. Click Settings and then, under System, click Administration.

3. On the Administration page, click System Settings. The System Settings – Webpage Dialog dialog box appears.

4. Click the E-mail tab.

5. Under Configure e-mail processing, check or clear the following check boxes:

Process e-mails only for approved users

Process e-mails only for approved queues

Test and publish the new profiles and deploymentThe last step in configuring Microsoft Dynamics CRM to use the E-mail Router is to publish the new incoming and outgoing configuration profiles and deployment. Before you start this step, you must test connectivity to verify that everything connects successfully.

To test connectivity


2. Click the Users, Queues, and Forward Mailboxes tab.

3. Under Select a CRM Deployment to view users and mailboxes, select the deployment that you created.

Click Users and Queues and click Load Data. This displays the Microsoft Dynamics CRM users who are configured to use the E-mail Router.

Notes

If an error appears when you click Load Data, verify that the correct organization name is listed under Select a CRM Deployment to view users and mailboxes.

Clicking Load Data displays only users with approved e-mail addresses, regardless of the e-mail settings of those users.

If no users are listed after you click Load Data, or if users are missing, make sure that the missing user’s settings are correct by following the steps in Set e-mail access type to E-mail Router in Microsoft Dynamics CRM. (see "Set e-mail access type to E-mail Router in Microsoft Dynamics CRM" on page 21)

4. If you want to change the Incoming or Outgoing configuration profile that will be used for a particular user, double-click the user record to open it, change the selection for the Incoming Configuration Profile or Outgoing Configuration Profile, and then click OK.

22


Note

Creating individual profiles for users can be a tedious task: You first need to gather mailbox credentials for each user and then create profiles and assign them to each user. You can avoid this if you can take advantage of the Delegation/Impersonation rights of an Administrator account on your e-mail server. That is, if you know of a single Administrator account that has Delegation/Impersonation rights over all other user accounts, you need to create only one incoming profile and one outgoing profile in which you specify the credentials of the Administrator account. When you do this, you use this single profile for all users.

5. Click Test Access. The E-mail Router Configuration Manager performs tests on selected users for both the incoming and the outgoing profile. A successful test displays a "Succeeded" message in green text. To close the Test Access window, click Close.

6. Click Publish. Successfully publishing the configuration displays the message: "Configuration changes have been saved and the E-mail Router settings have been published." Click OK to close the message box.

Note

Publishing the configuration saves it to an .xml file that is located in the following folder: <Drive>:\Program Files\Microsoft CRM Email\Service\Microsoft.Crm.Tools.EmailAgent.xml

You have now successfully configured Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing Microsoft Dynamics CRM e-mail.

23

Chapter 3

On Premises Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mailThis section describes how to configure a system in which e-mail is routed in the following ways:

The E-mail Router is used to send outgoing e-mail that users create in Microsoft Dynamics CRM.

A forward mailbox receives incoming e-mail and transfers it to Microsoft Dynamics CRM for individual users of Microsoft Dynamics CRM.

To configure Microsoft Dynamics CRM, the E-mail Router, and a forward mailbox, complete the following procedures:

1. Configure the outgoing e-mail profile (on page 26)


3. Configure the Microsoft Dynamics CRM deployment (on page 33)

4. Configure the Microsoft Dynamics CRM forward mailbox (on page 34)

5. Configure Microsoft Dynamics CRM users to use a forward mailbox (on page 36)

6. Deploy the Exchange rule using the Rule Deployment Wizard (on page 37)

7. Test and publish the new outgoing profile and deployment (on page 38)

25

In This ChapterConfigure the outgoing e-mail profile.........................................................................................26

Configure the incoming e-mail profile.........................................................................................28

Configure the Microsoft Dynamics CRM deployment.................................................................33

Configure the Microsoft Dynamics CRM forward mailbox..........................................................34

Configure Microsoft Dynamics CRM users to use a forward mailbox........................................36

Deploy the Exchange rule using the Rule Deployment Wizard..................................................37

Test and publish the new outgoing profile and deployment.......................................................38

Keep user credentials secure....................................................................................................41

Managing certificates to use the E-mail Router with HTTPS.....................................................41

Configure the outgoing e-mail profile

Note

If your organization used the E-mail Router in Microsoft Dynamics CRM 4.0, you can re-use the configuration profiles that you created for Microsoft Dynamics CRM 4.0. If this is the case, skip this procedure and go on to Configure the incoming e-mail profile (on page 28).

To configure the outgoing e-mail profile




Note





If you are using the SMTP protocol of Microsoft Exchange Server, the authentication types that are supported are Clear Text and Windows Authentication.


26

Chapter 3: On Premises Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mail







Note


27


11. Click OK.

Note


Configure the incoming e-mail profile

Note

If your organization used the E-mail Router in Microsoft Dynamics CRM 4.0, you can re-use the configuration profiles that you created for Microsoft Dynamics CRM 4.0. If this is the case, skip this procedure and go on to Configure the Microsoft Dynamics CRM deployment (on page 33).


28






Note





If you selected any version of Microsoft Exchange, see Steps for Exchange E-mail Server Type (on page 30).


29


Steps for Exchange E-mail Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 28). If your e-mail server type is POP3, see Steps for POP3 E-mail Server Type (on page 31).

Note




Exchange 2007WebDAV or Exchange Web Services Windows Authentication


Exchange Online Exchange Web Services Clear Text




Note





A single installation of Microsoft Exchange Server can consist of multiple endpoints. Specify an endpoint that has HTTP-DAV enabled. (For example, on an Exchange 2003 installation, the endpoint used for Outlook Web Access (OWA) has HTTP-DAV enabled.)



If the Protocol is Exchange Web Services, type the location of the Microsoft Exchange server in the Exchange Web Services URL field.

A single installation of Microsoft Exchange Server can consist of multiple endpoints. Specify the endpoint that has EWS enabled. Typically, the CAS role server has the EWS endpoint enabled.


30




4. For Access Credentials, select Other Specified.

Note



6. Continue with the procedure Configure the Microsoft Dynamics CRM deployment (on page 33).

Steps for POP3 E-mail Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 28), where you selected POP3 for E-mail Server Type. If your e-mail server type is not POP3, see Steps for Exchange E-mail Server Type (on page 30).

Note



POP3 POP3 NTLM








Note




31


5. Access Credentials determines the type of credentials that the E-mail Router will use to access the mailbox of the Microsoft Dynamics CRM user. If a choice is available, select Other Specified. However, if a deployment has been defined that specifies Microsoft Dynamics CRM Online, Other Specified is automatically selected for Access Credentials.



8. For Access Credentials, select Other Specified. The User Name of the POP3 user’s account is automatically determined from the e-mail address of the user or queue.

Note

The User Name field is unavailable because the e-mail address for the POP3 account will be stored on a forward mailbox that is set up in a later step, during the Microsoft Dynamics CRM E-mail Router configuration.

9. Type the password for the POP3 account to which you will connect.

Note

All users and queues that are set to use one particular incoming profile must have the same password in order to connect. You can, however, create multiple incoming profiles for multiple POP3 accounts and assign a different password to each one.



32


Configure the Microsoft Dynamics CRM deploymentPerform the steps in the following procedure after you have created the incoming e-mail profile for the forward mailbox.





4. Leave the default Deployment option set to My Company.

5. For Microsoft Dynamics CRM Server, type the URL address to open the Microsoft Dynamics CRM Web site. For example, assume the following:

The Microsoft Dynamics CRM Server 2011 name is CRMWEB.

The Microsoft Dynamics CRM Web site runs on port 5555.

The OrganizationName is Adventure Works Cycles.In this scenario, you would type https://crmweb:5555/AdventureWorksCycles.

Notes



6. For Access Credentials, select the type of credentials from Local System Account or Other Specified. If this is the only deployment of Microsoft Dynamics CRM, enter the Access Credentials that are used to start the Microsoft Dynamics CRM E-mail Router service.

Note

A typical reason to select Other Specified is that one or more other Microsoft Dynamics CRM deployments exist and other credentials are required to access to other environments.

7. For Outgoing configuration profile, select the outgoing profile you created.

Note

Because you are using a forward mailbox, you do not have to set an incoming profile. This will be set on the forward mailbox options.

33



Configure the Microsoft Dynamics CRM forward mailboxEither a Microsoft Exchange mailbox or a POP3 mailbox can function as a forward mailbox. The steps in the following procedure are for creating an Exchange Mailbox. To create a POP3 mailbox you will need to follow the steps on your POP3 accounts site to set up a new account.

Note

If you created and used a forward mailbox in Microsoft Dynamics CRM 4.0 and then upgraded to Microsoft Dynamics CRM 2011, you can use the forward mailbox that you used with Microsoft Dynamics CRM 4.0. If such a mailbox does not already exist, you can create one by using the following procedure.

Create the Exchange mailbox

To create the Exchange mailbox

Note

Do not use this procedure if your e-mail server is Microsoft Exchange Online.

1. On the computer where Microsoft Exchange is installed, open Active Directory Users and Computers. To do this, click Start, click Run, type dsa.msc, and then click OK.

2. Click the organizational unit where you want to create the forward mailbox user account.

34


3. Click Actions, point to New, and then click User.

4. Type a First name, Last name, User logon name, and User logon name (pre-Windows 2000) for the mailbox user account.

5. Click Next.

6. Enter a password, clear User must change password at next logon, and then click Next.

7. Click Finish to create the mailbox user account.

8. Log in to the newly created mailbox with Outlook Web Access or from a client computer to test that the mailbox is set up and can receive e-mail messages.

Set up the forward mailboxAfter the forward mailbox is created, you can configure individual Microsoft Dynamics CRM user accounts to use the forward mailbox by using the following procedure.

To set up a forward mailbox




4. Click Users and Queues and click Load Data. This displays the Microsoft Dynamics CRM users who are configured to use the E-mail Router.

Notes



If no users are listed after you click Load Data, or if users are missing, make sure that the missing user’s settings are correct by following the steps in the section Set e-mail access type to E-mail Router in Microsoft Dynamics CRM. (see "Set e-mail access type to E-mail Router in Microsoft Dynamics CRM" on page 21)

5. Click the Forward Mailboxes tab, and then click New.

6. Type a name for the forward mailbox profile. For example type CRMSystemMailbox in the Name field.

7. For E-mail Address, type the e-mail address of the forward mailbox. This is the address that you entered when you created the forward mailbox user account in the section Create the Exchange Mailbox in Configure the Microsoft Dynamics CRM forward mailbox (on page 34).

35


8. Click OK.

Configure Microsoft Dynamics CRM users to use a forward mailboxComplete the following steps for every Microsoft Dynamics CRM user whose incoming e-mail is to be received by a forward mailbox.

To configure Microsoft Dynamics CRM users to use a forward mailbox

Notes

If you created a forward mailbox for use in Microsoft Dynamics CRM 4.0, and you later upgrade to Microsoft Dynamics CRM 2011, you do not have to complete the steps in this procedure because the required settings will automatically be configured for the forward mailbox.

However, any new users who are added after the upgrade will automatically have the E-mail Access Configuration option set to Microsoft Dynamics CRM for Outlook, not to Forward Mailbox or E-mail Router. Those users cannot use the forward mailbox unless that setting is changed, as described in this procedure.


36




4. Select Forward Mailbox from the E-mail access type – Incoming list.



Deploy the Exchange rule using the Rule Deployment WizardTo deploy a Microsoft Exchange rule to the mailbox of Microsoft Dynamics CRM users, you use the Rule Deployment Wizard. After the rule is deployed, it forwards all incoming e-mail as an attachment to the designated Microsoft Dynamics CRM forward mailbox. The E-mail Router monitors the forward mailbox and routes mail that is related to Microsoft Dynamics CRM to the recipient’s Microsoft Dynamics CRM account, where it is stored as an e-mail activity.

You can have the E-mail Router delete all e-mail messages from the forward mailbox after it has processed them. To make this setting, start the E-mail Router Configuration Manager, open the Users, Queues, and Forward Mailboxes page and click Forward mailboxes. Select the record of a forward mailbox and then select Delete messages in forward mailbox after processing.

To configure the Microsoft Exchange rule

Notes

You cannot use the Rule Deployment Wizard to deploy rules to mailboxes in Microsoft Exchange Online, but you can deploy rules from the Inbox of Outlook Web Access. The rule should use the following logic: "Forward e-mail messages that have my name in the To: or Cc: field, as an attachment, to the forward mailbox."

If you have upgraded to Microsoft Dynamics CRM 2011 and you plan to use the same forward mailbox that your organization used in Microsoft Dynamics CRM 4.0, you may not have to complete these steps. However, if you uninstalled the Microsoft Dynamics CRM 4.0 E-mail Router, and during that process you removed the rules, complete the following steps to redeploy the rules to each user’s mailbox.

1. Open the Microsoft Dynamics CRM Rule Deployment Wizard. To do this, click Start, point to All Programs, expand Microsoft Dynamics CRM 2011 E-mail Router, and then click Rule Deployment Wizard.

2. Click Next to start the wizard.

37


3. For Deployment, select My company.

4. For Microsoft Dynamics CRM Server, enter the URL address, port number, and organization name of the Microsoft Dynamics CRM installation. For example, type https://crmweb:5555/AdventureWorksCycles.

5. Type your Access Credentials. These are the credentials of a user of Microsoft Dynamics CRM who has the System Administrator role.

6. Click Next.

7. Type the e-mail address of the forward mailbox. Use the e-mail address of the forward mailbox user account that you created in Create the Exchange Mailbox.

8. (Optional) Select the type of your Microsoft Exchange server: Exchange 2010 or a version older than Exchange 2010.

9. (Optional) Choose which users to display: all users or only those who have been configured to use the forward mailbox.

10. Click Next.

11. Select the Microsoft Dynamics CRM user, users, or queues to whom you want to deploy the rule.

Notes

If no user accounts are displayed, you will first need to set the users’ e-mail settings to use the forward mailbox. See Configuring the Microsoft Dynamics CRM users to use the forward mailbox (see "Configure Microsoft Dynamics CRM users to use a forward mailbox" on page 88).

If the e-mail address for the user record in Microsoft Dynamics CRM is different than the e-mail address that the Rule Deployment Wizard shows, you must add a second e-mail address for that user in your Microsoft Exchange environment. See Troubleshooting information (on page 47) for the steps on adding a second e-mail address.

12. After you have selected the users, click Next.

13. Click Deploy rule to user mailboxes, and then click Next.

Note

If you are unsure whether the rules have already been deployed, click Verify rule in user mailboxes.

14. After the rules have been deployed, click Cancel to close the wizard.

Test and publish the new outgoing profile and deploymentThe final steps are to publish the new outgoing profile, the deployment, and the forward mailbox settings. You publish the profile and the deployment by using the E-mail Router Configuration Manager. Before you start this step, you must test connectivity to verify that everything connects successfully.



38





Notes





39


Note




7. Restart the E-mail Router service.

Notes

Publishing the configuration saves it to an .xml file that is located in the following folder:<Drive>:\Program Files\Microsoft CRM Email\Service\Microsoft.Crm.Tools.EmailAgent.xml

You have now successfully configured Microsoft Dynamics CRM to use the Microsoft Dynamics CRM E-mail Router for outgoing e-mail and to use the forward mailbox for incoming e-mail.

40


Keep user credentials secureIf your organization uses the E-mail Router to send and receive messages on behalf of users or queues, you should increase security. You can do this either by using the HTTPS protocol or by enabling IPSec.

Note

This issue applies only to users of Microsoft Dynamics CRM (On-Premises Edition).

HTTPS option

In processing e-mail for a user or queue, the E-mail Router requires credentials for the user or queue. Those credentials can be entered in the Microsoft Dynamics CRM Web application in the Set Personal Options dialog box (for users) and in the Queues form (for queues). Alternatively, you can store the credentials in the E-mail Router itself by creating separate profiles for each user or queue. (Storing credentials in the E-mail Router is the only option for Microsoft Dynamics CRM Online.)

Microsoft Dynamics CRM stores these credentials in encrypted form in the database. The E-mail Router uses a key stored in the database to decrypt these credentials. The call that the E-mail Router makes to obtain this key enforces HTTPS. In Microsoft Dynamics CRM 2011, the E-mail Router functions this way by default, which means that you need not take any action to retain this behavior. However, if you do not want to use HTTPS, you must set a particular Windows registry key, as described in the following section.

HTTP option

If you do not want to use HTTPS, you must set a Windows registry key, as follows:

1. On the Microsoft Dynamics CRM Server, check the value of the registry key DWORD DisableSecureDecryptionKey at the path HKLM\Software\Microsoft\MSCRM. If this registry key is present, set its value to 1. (If the key is not present or set to 0, calls from the E-mail Router to the Microsoft Dynamics CRM Server are made using HTTPS.) Setting the value of this key to 1 (after, if necessary, creating the key as a DWORD) allows the E-mail Router to obtain information from the CRM database over the HTTP protocol.

2. If you changed the value of DisableSecureDecryptionKey, do the following on the Microsoft Dynamics CRM Server: Restart Internet Information Services (IIS). To do this, click Start, click Run, type IISRESET, and then click OK.

3. (Recommended) Enable IPSec for all communications between the Microsoft Dynamics CRM Server and the E-mail Router computer. For more information about enabling IPSec, see IPSec (http://go.microsoft.com/fwlink/?linkid=202487).

Managing certificates to use the E-mail Router with HTTPSIf you are running Microsoft Dynamics CRM on HTTPS and one or more certificates is not signed by a certificate authority, do the following on the computer on which the E-mail Router is installed:

For the Microsoft Dynamics CRM certificate

1. If the E-mail Router Service is configured to use the "LocalSystem" account, import the Microsoft Dynamics CRM certificate into the trusted store of the local machine account of the computer on which the E-mail Router is installed.

41

http://go.microsoft.com/fwlink/?linkid=202487


2. If the E-mail Router service is configured to use any other specific user account, import the Microsoft Dynamics CRM certificate into the trusted store of that user's account on the computer on which the E-mail Router is installed.

For any Exchange Server certificates

1. If the E-mail Router Service is configured to use the "LocalSystem" account, import the Exchange Server certificate into the trusted store of the local machine account of the computer on which the E-mail Router is installed.

2. If the E-mail Router service is configured to use any other specific user account, import the Exchange Server certificate into the trusted store of that user's account on the computer on which the E-mail Router is installed.

42

Chapter 4

On Premises Scenario 3: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail clientIf all Microsoft Dynamics CRM users will use Microsoft Outlook as the E-mail Router, you do not have to install the Microsoft Dynamics CRM E-mail Router or the Rule Deployment Wizard.

Note

If you configure Microsoft Outlook as the E-mail Router, Microsoft Outlook must remain open on the client computer for e-mail messages to be sent from and received into Microsoft Dynamics CRM. For example, if a user is sending an e-mail message from the Microsoft Dynamics CRM Web client, the user must also have Microsoft Outlook open.

If Microsoft Outlook is not open and an e-mail message is sent or expected to be received into Microsoft Dynamics CRM, this action will not occur until Microsoft Outlook is opened. After Microsoft Outlook is opened and has successfully connected to Microsoft Dynamics CRM and to the e-mail server, outgoing e-mail will be sent from Microsoft Dynamics CRM, and incoming e-mail will be received and created in Microsoft Dynamics CRM.

To configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing E-mail Router, perform the steps in the following procedures:

Fulfill the requirements listed in the Requirements (on page 43) section.

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRM (on page 44)

Keep user credentials secure (on page 41)

Set personal options in Microsoft Dynamics CRM (on page 44)

In This ChapterRequirements............................................................................................................................. 43

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRM................................44

Set personal options in Microsoft Dynamics CRM.....................................................................44

RequirementsConfiguring Microsoft Outlook as the Microsoft Dynamics CRM E-mail Router requires the following:

43

Microsoft Dynamics CRM for Outlook must be installed. For more information, see Microsoft Dynamics CRM for Outlook Installation Instructions (http://technet.microsoft.com/en-us/library/gg554684.aspx).

Microsoft Outlook must be running.

You must have an active connection to the Microsoft Exchange server, Windows Live, or POP3 account and to the Microsoft Dynamics CRM Server 2011.

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRMTo use Microsoft Outlook as the e-mail client in a new installation of Microsoft Dynamics CRM, no additional configuration in Microsoft Dynamics CRM is required. This is because new users of Microsoft Dynamics CRM are automatically configured to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client. This configuration setting can be found in the E-mail Access Configuration area of the user record.

However, because these settings can be changed, you should make sure that Microsoft Dynamics CRM for Outlook is configured as the incoming and outgoing e-mail client for each user.





4. Select Microsoft Dynamics CRM for Outlook from the E-mail access type – Incoming list.

5. Select Microsoft Dynamics CRM for Outlook from the E-mail access type – Outgoing list.


Set personal options in Microsoft Dynamics CRMAfter Microsoft Dynamics CRM for Outlook has been installed, the user must update their personal options to allow the sending and tracking of e-mail messages. The user can send, receive, and route e-mail to Microsoft Dynamics CRM.

44


Chapter 4: On Premises Scenario 3: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client

To change a user’s personal options

1. Open Microsoft Dynamics CRM for Outlook.

2. Click the CRM menu and then click Options.


4. Check the two boxes under Select how CRM for Outlook should integrate e-mail with Microsoft Dynamics CRM.

You have completed the steps to configure Microsoft Outlook as the Microsoft Dynamics CRM E-mail Router.

45

Chapter 5

Troubleshooting information

In This ChapterUsing the Rule Deployment Wizard to deploy Microsoft Dynamics CRM e-mail rules...............47

Messages are not deleted from the forward mailbox.................................................................48

Clicking Load Data in the E-mail Router Configuration Manager displays no users..................48

User cannot resolve e-mail........................................................................................................48

E-mail Router requires specific configuration and environment.................................................49

Changing a user’s e-mail options...............................................................................................50

Using Microsoft Exchange Server 2010.....................................................................................50

Using an Internet-Facing Deployment (IFD)..............................................................................50

More Information........................................................................................................................ 51

Using the Rule Deployment Wizard to deploy Microsoft Dynamics CRM e-mail rulesThe account that you use to run the Rule Deployment Wizard requires Microsoft Exchange administrator permissions, and it must have access to the mailboxes of the Microsoft Dynamics CRM users for whom you will create Inbox rules.

Resolution

You can create this mailbox access by using one of the following methods:

1. Grant Microsoft Exchange administrator permissions to the account that will run the Rule Deployment Wizard.

2. Use the Run As command to run the Rule Deployment Wizard. To do this, right-click Rule Deployment Wizard and then click Run As. Next, enter the credentials of a Microsoft Exchange Administrator and then click OK. After the wizard starts, it will be run under the context of the specified Exchange Administrator.

Note

You cannot use the Rule Deployment Wizard to deploy rules to mailboxes in Microsoft Exchange Online.

47

Messages are not deleted from the forward mailboxThis problem might occur after you have installed the Microsoft Dynamics CRM 2011 E-mail Router and you have configured the E-mail Router to poll a Microsoft Exchange mailbox for messages to promote into Microsoft Dynamics CRM. Also, the Outlook Web Access Web site is running on Windows 2008 Server with IIS 7.0. You might notice that certain e-mail messages are not deleted from the forward mailbox after the E-mail Router has processed them, even when you have enabled the setting to deleted processed messages.

Resolution

To fix this problem, run the following command on the IIS 7 server, replacing "Default Web Site" with the name of the Web site that needs to be configured:

%windir%\system32\inetsrv\appcmd set config "Default Web Site" -section:system.webServer/security/requestfiltering -allowDoubleEscaping:true

Clicking Load Data in the E-mail Router Configuration Manager displays no users

Note

Clicking Load Data in the E-mail Router Configuration Manager displays only users who have the Forward mailbox or the E-mail Router option selected. It does not, for example, display users who use the forward mailbox for incoming e-mail but do not use the E-mail Router for outgoing e-mail.

Resolution

Verify the options that are set for the Microsoft Dynamics CRM user. In particular, verify that the user’s primary e-mail address has been approved by a system administrator.

To check user options

1. Open Microsoft Dynamics CRM.

2. Click Settings, click Administration, and then open the user record.

3. Verify that the user has an e-mail address in the Primary E-mail field in Microsoft Dynamics CRM.

User cannot resolve e-mailA Microsoft Dynamics CRM user cannot resolve e-mail messages to Microsoft Dynamics CRM if the e-mail address that is created for the Microsoft Dynamics CRM user record is not found on the Microsoft Exchange server.

Resolution

You can add the e-mail address that is created for the Microsoft Dynamics CRM user to Exchange as a second e-mail address. After you do that, the Rule Deployment Wizard can resolve the user’s e-mail account to the user record in Microsoft Exchange.

48

Chapter 5: Troubleshooting information

Note


To add a second e-mail address in Microsoft Exchange Server 2007

1. On the Microsoft Exchange server, click Start, click All Programs, click Microsoft Exchange Server 2007, and then click Exchange Management Console.

2. Expand Recipient Configuration and then click Mailbox.

3. Right-click the user and then click Properties

4. Under the E-Mail Address click Add, type the e-mail address that is used in Microsoft Dynamics CRM, and then click OK.

5. Re-run the Rule Deployment Wizard.

To add a second e-mail address in Microsoft Exchange 2003

1. On the Microsoft Exchange server, click Start, click All Programs, click Microsoft Exchange, and then click Active Directory Users and Computers.

2. Expand domain name, and then locate the user account.

3. Right-click the user, click Properties, point to E-Mail Address, point to New, click SMTP Address, type the e-mail address that is used in the Microsoft Dynamics CRM, and then click OK.


E-mail Router requires specific configuration and environmentThe Microsoft Dynamics CRM 2011 E-mail Router does not work if both of the following circumstances hold true:

Microsoft Dynamics CRM 2011 has been configured to work on multiple computers. In this configuration, the Organization Service and the Discovery Service are not running on the same computer.

The E-mail Router has been configured to authenticate by using the Local System account.

Resolution

Configure the E-mail Router to authenticate by using a Microsoft Dynamics CRM System Administrator account instead of the Local System account.

Note

If an Internet Explorer proxy is required to connect customers to Microsoft Dynamics CRM or Microsoft Exchange, the correct Internet Explorer proxy settings must be in place for the following accounts:

the account that is used in Exchange profiles

the account that is used in the Deployment settings

the account that runs the E-mail Router service. This account might differ from the account specified in the Deployment tab of the E-mail Router Configuration Manager.

49


To make these proxy settings, log into the E-mail Router server as an account that needs proxy settings defined, open Internet Explorer, and then set the proxy settings accordingly.

Changing a user’s e-mail optionsThe E-mail Router is very flexible. In one deployment, some users can use Microsoft Dynamics CRM for Outlook as an e-mail router while other users use a forward mailbox or the Microsoft Dynamics CRM E-mail Router for incoming e-mail.

You can change these settings at any time. But note that after you change a user’s E-mail Access Configuration option, you must then run the E-mail Router Configuration Manager to update and publish the user’s configuration.

Using Microsoft Exchange Server 2010For information about configuring the E-mail Router for use with Microsoft Exchange Server 2010, see Configure E-mail Router with Microsoft Exchange Server 2010 (http://go.microsoft.com/fwlink/?LinkId=215054).

Using an Internet-Facing Deployment (IFD)If you will connect the E-mail Router over IFD, select An online service provider in the Deployments tab of the Configuration Wizard. Then, for Microsoft Dynamics CRM Server, enter https://<DiscoveryServerURL>/OrgName.

Note

The Discovery service URL is the URL address of the server that has the Discovery Role applied.

50

http://go.microsoft.com/fwlink/?LinkId=215054

http://go.microsoft.com/fwlink/?LinkId=215054


More InformationFor information about troubleshooting the Microsoft Dynamics CRM E-mail Router, see Troubleshooting the Microsoft Dynamics CRM E-mail Router (http://go.microsoft.com/fwlink/?LinkId=215056 ).

51

http://go.microsoft.com/fwlink/?LinkId=215056%20

Chapter 6

Online Scenario 1: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail clientIf all Microsoft Dynamics CRM users will use Microsoft Outlook as the e-mail client, you do not have to install the Microsoft Dynamics CRM E-mail Router or the Rule Deployment Wizard.

Note

If you configure Microsoft Outlook as the e-mail client, Microsoft Outlook must remain open on the client computer for e-mail messages to be sent from and received into Microsoft Dynamics CRM. For example, if a user is sending an e-mail message from the Microsoft Dynamics CRM Web client, the user must also have Microsoft Outlook open.

If Microsoft Outlook is not open and an e-mail message is sent or expected to be received into Microsoft Dynamics CRM, this action will not occur until Microsoft Outlook is opened. After Microsoft Outlook is opened and has successfully connected to the Microsoft Dynamics CRM and to the e-mail server, outgoing e-mail will be sent from Microsoft Dynamics CRM, and incoming e-mail will be received and created in Microsoft Dynamics CRM.

To configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client, perform the steps in the following procedures:

Fulfill the requirements listed in the Requirements (on page 53) section.

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRM (on page 54)

Set personal options in Microsoft Dynamics CRM (on page 54)

In This ChapterRequirements............................................................................................................................. 53

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRM................................54

Set Personal Options in Microsoft Dynamics CRM....................................................................54

RequirementsConfiguring Microsoft Outlook as the Microsoft Dynamics CRM E-mail Router requires the following:

53

Microsoft Dynamics CRM for Outlook must be installed. For more information, see Microsoft Dynamics CRM for Outlook Installation Instructions (http://technet.microsoft.com/en-us/library/gg554684.aspx).

Microsoft Outlook must be running.

You must have an active connection to the Microsoft Exchange server, Windows Live, or POP3 account and to the Microsoft Dynamics CRM Server 2011.

Set e-mail access type to the Outlook Client in Microsoft Dynamics CRMTo use Microsoft Outlook as the e-mail client in a new installation of Microsoft Dynamics CRM, no additional configuration in Microsoft Dynamics CRM is required. This is because new users of Microsoft Dynamics CRM are automatically configured to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client. This configuration setting can be found in the E-mail Access Configuration area of the user record.

However, because these settings can be changed, you should make sure that Microsoft Dynamics CRM for Outlook is configured as the incoming and outgoing e-mail client for each user.





4. Select Microsoft Dynamics CRM for Outlook from the E-mail access type – Incoming list.

5. Select Microsoft Dynamics CRM for Outlook from the E-mail access type – Outgoing list.


Set Personal Options in Microsoft Dynamics CRMAfter Microsoft Dynamics CRM for Outlook has been installed, the user must update their personal options to allow the sending and tracking of e-mail messages. The user can send, receive, and route e-mail to Microsoft Dynamics CRM.

54


Chapter 6: Online Scenario 1: Configure Microsoft Dynamics CRM to use Microsoft Dynamics CRM for Outlook as the incoming and outgoing e-mail client

To change a user’s personal options

1. Open Microsoft Dynamics CRM for Outlook.

2. Click the CRM menu and then click Options.


4. Check the two boxes under Select how CRM for Outlook should integrate e-mail with Microsoft Dynamics CRM.

You have completed the steps to configure Microsoft Outlook as the Microsoft Dynamics CRM E-mail Router.

55

Chapter 7

Online Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mailThis section shows how to configure the E-mail Router to transfer e-mail messages to and from Microsoft Dynamics CRM. In this section, you will complete two main tasks:

Configure the outgoing e-mail profile (on page 57)

Configure the incoming e-mail profile (on page 62)







Use Exchange Online for outbound e-mailNote




57


Note

You might eventually need to create multiple outgoing profiles. For this reason, specify profile names that are unique and easy to understand.


5. For E-mail Server Type, select ExchangeOnline. The value for Protocol automatically changes to Exchange Web Services and the value for Authentication Type automatically changes to Clear Text.

Note


6. In the Server field, enter the complete URL for the outgoing e-mail server. Use the Exchange Web Services (EWS) URL format (EWS/exchange.asmx), as shown in the following examples:



58

Chapter 7: Online Scenario 2: Configure Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing e-mail


Note

Instead of typing a URL, you can select the Use Autodiscover option to obtain the Exchange Web Services URL automatically.

7. The value for Access Credentials is automatically set to Other Specified. This causes the E-mail Router to authenticate by using the credentials of a specified user. In the following steps, you will enter the credentials of that user, which the E-mail Router will use to retrieve e-mail messages from the Exchange Online mailbox to which this profile is mapped.

Notes

The user whose credentials you specify must have full access to all the mailboxes that the incoming profile will serve. To serve all the mailboxes in the organization, you might need to specify multiple sets of access credentials. And to do this, you must create a separate configuration profile for each specified user.

For processing outgoing e-mail messages for Exchange Online, the credentials specified in the outgoing profile must have "Publishing Editor" permissions (Delegate Access) on the Exchange

59


Online mailboxes that need to be accessed. The Exchange Online administrator has this permission by default.

8. Select the User Type. Your choices are User and Administrator.

Select User if you want the E-mail Router to connect to the Exchange Online mailbox of the user whose mail it will route. The E-mail Router will authenticate by using that user’s e-mail address, which it obtains from the Primary E-mail field of the user record that is stored in Dynamics CRM. (For this reason, if you select User, the User Name field is disabled.)

Continue with Step 9.

Select Administrator if you want to use a single set of credentials to process multiple mailboxes, or if you want to provide a different set of e-mail credentials to process individual mailboxes. If you select Administrator, the E-mail Router will use the specified credentials to connect to any mailbox within the Exchange Online tenant to send e-mail messages. Continue with Step 10.

9. You selected User as the User Type: For Password, type the Exchange Online password for the e-mail address. Continue with Step 12.

10. You selected Administrator as the User Type: For Password, type the password of either an Exchange Online tenant (in the format of [email protected]) or of an Exchange Online administrator.

11. If you select Administrator as the user type, select either Delegate Access or Send as permission as the access type. Delegate Access causes e-mail to be sent as "Send on behalf of" messages. Send as permission causes e-mail to be sent as "Send As" messages.

12. Save the configuration profile by clicking Publish.

13. Go to the procedure Configure the incoming e-mail profile (on page 62).

Use SMTP for outbound e-mailNote





Note





60


If you are using the SMTP protocol of Microsoft Exchange server, the authentication type that is supported is Windows Authentication.








Note


61


11. Click OK.

Note







62




Note





If you selected any version of Microsoft Exchange other than Exchange Online, see Steps for Exchange E-mail Server Type (on page 64).

If you selected Exchange Online, Steps for ExchangeOnline Server Type (on page 65).


63


Steps for Exchange E-mail Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 62).

Note




Exchange 2007 WebDAV or Exchange Web Services Windows Authentication





Note





A single installation of Microsoft Exchange Server can consist of multiple endpoints. Specify an endpoint that has HTTP-DAV enabled. (For example, on an Exchange 2003 installation, the endpoint used for Outlook Web Access has HTTP-DAV enabled.)



If the Protocol is Exchange Web Services, type the location of the Microsoft Exchange Server in the Exchange Web Services URL field.



64



4. For Access Credentials, select the type of credentials that the E-mail Router will use to access the mailbox of the Microsoft Dynamics CRM user. The available credential types are Local System Account and Other Specified.

Notes

The account you specify must have full access to the Microsoft Exchange mailbox of the Microsoft Dynamics CRM user. Verify that the rights are set correctly within the mailbox of the account. (These include, at a minimum, the rights to open the mailbox, read mailbox items, create folders, and move mailbox items.) For systems that use Microsoft Exchange 2003, you can change user mailbox rights in the Active Directory Users and Computers tool. For systems that use Microsoft Exchange Server 2007 or Microsoft Exchange Server 2010, use the Exchange Management Shell tool to change permissions on mailboxes.



Steps for ExchangeOnline Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 62).

65


1. For Location, in the Exchange Web Services URL field, enter the complete URL of the Online Microsoft Exchange server. Use the Exchange Web Services (EWS) URL format (EWS/exchange.asmx), as shown in the following examples:




Note


2. Under Access Credentials, notice that the only option is Other Specified.

3. For User Name and Password, enter the credentials that the E-mail Router will use to retrieve e-mail messages from the Exchange Online mailbox to which this profile is mapped. The credentials can be either those of the Exchange Online mailbox or those of the Exchange Online tenant administrator. Enter the user name in the username@fulldomain format.


66


Steps for POP3 E-mail Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 62), where you selected POP3 for E-mail Server Type.

Note



POP3 POP3 NTLM








Note








9. Access Credentials determines the type of credentials that the E-mail Router will use to access the mailbox of the Microsoft Dynamics CRM user. If a choice is available, select Other Specified. However,

67


if a deployment has been defined that specifies Microsoft Dynamics CRM Online, Other Specified is automatically selected for Access Credentials.









4. Make sure that the Deployment option is set to Microsoft Dynamics CRM Online.

5. For Microsoft Dynamics CRM Server, type the URL address of Microsoft Dynamics CRM Online. To do this, enter https://dev.crm.dynamics.com/OrganizationUniqueName where OrganizationUniqueName is a placeholder for the actual ID of your organization.For example, if the OrganizationUniqueName is org234c5, type https://dev.crm.dynamics.com/org234c5.

68


Notes

The actual URL to enter depends on the region of the world in which you are located, as follows:

North America (NA): https://dev.crm.dynamics.com/OrganizationUniqueName

Europe, Middle East and Africa (EMEA): https://dev.crm4.dynamics.com/OrganizationUniqueName

Asia/Pacific (APAC): https://dev.crm5.dynamics.com/OrganizationUniqueName



6. Notice that Other Specified is automatically specified for Access Credentials.

7. For User Name and Password, type a Windows Live ID for a user in your Microsoft Dynamics CRM Online organization who has the System Administrator role.

8. If your organization uses Exchange Online as its e-mail server, do not set the values under Default Configuration Profiles. Instead, skip to step 11 to complete this procedure.

9. For Incoming configuration profile, select the incoming profile that you created.


Note

Setting the Incoming and Outgoing configuration profiles as the Default configuration profiles on the Deployment makes them the default profiles for users who will use the E-mail Router to process their incoming and outgoing e-mail. However, you can override this setting for individual users by changing it in the Users, Queues, and Forward Mailboxes tab of the E-mail Router Configuration Manager.

69


The dialog box will look similar to the following:


Set e-mail access type to E-mail Router in Microsoft Dynamics CRMBefore users can send and receive e-mail by using the Microsoft Dynamics CRM E-mail Router, you must configure each user for this functionality. To do this, follow these steps:





4. Select E-mail Router from the E-mail access type – Incoming list.

70




Test and publish the new profiles and deploymentThe last step in configuring Microsoft Dynamics CRM to use the E-mail Router is to publish the new incoming and outgoing configuration profiles and deployment. Before you start this step, you must test connectivity to verify that everything connects successfully.






Notes





71


Note




Note


You have now successfully configured Microsoft Dynamics CRM to use the E-mail Router for incoming and outgoing Microsoft Dynamics CRM e-mail.

72

Chapter 8

Online Scenario 3: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mailThis section describes how to configure a system in which e-mail is routed in the following ways:

The E-mail Router is used to send outgoing e-mail that users create in Microsoft Dynamics CRM.

A forward mailbox receives incoming e-mail and transfers it to Microsoft Dynamics CRM for individual users of Microsoft Dynamics CRM.

To configure Microsoft Dynamics CRM, the E-mail Router, and a forward mailbox, complete the following procedures.

Note

If your organization used the E-mail Router in Microsoft Dynamics CRM 4.0, you can re-use the configuration profiles that you created for Microsoft Dynamics CRM 4.0. If this is the case, skip the first two of the following procedures and go on to Configure the Microsoft Dynamics CRM deployment (on page 84).

1. Configure the outgoing e-mail profile (on page 74)


3. Configure the Microsoft Dynamics CRM deployment (on page 84)

4. Configure the Microsoft Dynamics CRM forward mailbox (see "Configure a Microsoft Dynamics CRM forward mailbox" on page 86)

5. Configure Microsoft Dynamics CRM users to use a forward mailbox (on page 88)

6. Deploy the Exchange rules manually through Exchange Online (on page 90)

7. Test and publish the new outgoing profile and deployment (on page 91)

73




Configure a Microsoft Dynamics CRM forward mailbox.............................................................86

Configure Microsoft Dynamics CRM users to use a forward mailbox........................................88

Deploy the Exchange rule using the Rule Deployment Wizard..................................................89

Deploy the Exchange rules manually through Exchange Online................................................90

Test and publish the new outgoing profile and deployment.......................................................91




Use SMTP for outbound e-mail1. Start the E-mail Router Configuration Manager.



Note





If you are using the SMTP protocol of Microsoft Exchange server, the authentication type that is supported is Windows Authentication.



74

Chapter 8: Online Scenario 3: Configure Microsoft Dynamics CRM to use the E-mail Router for outgoing e-mail and a forward mailbox for incoming e-mail






Note


11. Click OK.

75


Note


Use Exchange Online for outbound e-mail1. Start the E-mail Router Configuration Manager.



Note

You might eventually need to create multiple outgoing profiles. For this reason, specify profile names that are unique and easy to understand.


5. For E-mail Server Type, select ExchangeOnline. The value for Protocol automatically changes to Exchange Web Services and the value for Authentication Type automatically changes to Clear Text.

Note


6. In the Server field, enter the complete URL for the outgoing e-mail server. Use the Exchange Web Services (EWS) URL format (EWS/exchange.asmx), as shown in the following examples:



76




Note

Instead of typing a URL, you can select the Use Autodiscover option to obtain the Exchange Web Services URL automatically.

7. The value for Access Credentials is automatically set to Other Specified. This causes the E-mail Router to authenticate by using the credentials of a specified user. In the following steps, you will enter the credentials of that user, which the E-mail Router will use to retrieve e-mail messages from the Exchange Online mailbox to which this profile is mapped.

Notes

The user whose credentials you specify must have full access to all the mailboxes that the incoming profile will serve. To serve all the mailboxes in the organization, you might need to specify multiple sets of access credentials. And to do this, you must create a separate configuration profile for each specified user.

For processing outgoing e-mail messages for Exchange Online, the credentials specified in the outgoing profile must have "Publishing Editor" permissions (Delegate Access) on the Exchange

77


Online mailboxes that need to be accessed. The Exchange Online administrator has this permission by default.

8. Select the User Type. Your choices are User and Administrator.

Select User if you want the E-mail Router to connect to the Exchange Online mailbox of the user whose mail it will route. The E-mail Router will authenticate by using that user’s e-mail address, which it obtains from the Primary E-mail field of the user record that is stored in Dynamics CRM. (For this reason, if you select User, the User Name field is disabled.)

Continue with Step 9.

Select Administrator if you want to use a single set of credentials to process multiple mailboxes, or if you want to provide a different set of e-mail credentials to process individual mailboxes. If you select Administrator, the E-mail Router will use the specified credentials to connect to any mailbox within the Exchange Online tenant to send e-mail messages. Continue with Step 10.

9. You selected User as the User Type: For Password, type the Exchange Online password for the e-mail address. Continue with Step 12.

10. You selected Administrator as the User Type: For Password, type the password of either an Exchange Online tenant (in the format of [email protected]) or of an Exchange Online administrator.

11. If you select Administrator as the user type, select either Delegate Access or Send as permission as the access type. Delegate Access causes e-mail to be sent as "Send on behalf of" messages. Send as permission causes e-mail to be sent as "Send As" messages.

12. Save the configuration profile by clicking Publish.







Note



78




If you selected any version of Microsoft Exchange other than Exchange Online, see Steps for Exchange E-mail Server Type (on page 79).

If you selected Exchange Online, see Steps for ExchangeOnline Server Type (on page 81).


Steps for Exchange E-mail Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 78).

Note


79




Exchange 2007 WebDAV or Exchange Web Services Windows Authentication





Note





A single installation of Microsoft Exchange Server can consist of multiple endpoints. Specify an endpoint that has HTTP-DAV enabled. (For example, on an Exchange 2003 installation, the endpoint used for Outlook Web Access has HTTP-DAV enabled.)



If the Protocol is Exchange Web Services, type the location of the Microsoft Exchange Server in the Exchange Web Services URL field.



4. For Access Credentials, select the type of credentials that the E-mail Router will use to access the mailbox of the Microsoft Dynamics CRM user. The available credential types are Local System Account and Other Specified.

Notes

The account you specify must have full access to the Microsoft Exchange mailbox of the Microsoft Dynamics CRM user. Verify that the rights are set correctly within the mailbox of the account. (These include, at a minimum, the rights to open the mailbox, read mailbox items, create folders, and move mailbox items.) For systems that use Microsoft Exchange 2003, you

80



can change user mailbox rights in the Active Directory Users and Computers tool. For systems that use Microsoft Exchange Server 2007 or Microsoft Exchange Server 2010, use the Exchange Management Shell tool to change permissions on mailboxes.



Steps for ExchangeOnline Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 62).

1. For Location, in the Exchange Web Services URL field, enter the complete URL of the Online Microsoft Exchange server. Use the Exchange Web Services (EWS) URL format (EWS/exchange.asmx), as shown in the following examples:



81



Note


2. Under Access Credentials, notice that the only option is Other Specified.

3. For User Name and Password, enter the credentials that the E-mail Router will use to retrieve e-mail messages from the Exchange Online mailbox to which this profile is mapped. The credentials can be either those of the Exchange Online mailbox or those of the Exchange Online tenant administrator. Enter the user name in the username@fulldomain format.


Steps for POP3 E-mail Server TypeThe steps in this procedure continue from Configure the incoming e-mail profile (on page 78), where you selected POP3 for E-mail Server Type.

Note


82



POP3 POP3 NTLM








Note











83








4. Make sure that the Deployment option is set to Microsoft Dynamics CRM Online.

5. For Microsoft Dynamics CRM Server, type the URL address of Microsoft Dynamics CRM Online. To do this, enter https://dev.crm.dynamics.com/OrganizationUniqueName where OrganizationUniqueName is a placeholder for the actual ID of your organization.For example, if the OrganizationUniqueName is org234c5, type https://dev.crm.dynamics.com/org234c5.

Notes

The actual URL to enter depends on the region of the world in which you are located, as follows:

North America (NA): https://dev.crm.dynamics.com/OrganizationUniqueName

84


Europe, Middle East and Africa (EMEA): https://dev.crm4.dynamics.com/OrganizationUniqueName

Asia/Pacific (APAC): https://dev.crm5.dynamics.com/OrganizationUniqueName



6. Notice that Other Specified is automatically specified for Access Credentials.

7. For User Name and Password, type a Windows Live ID for a user in your Microsoft Dynamics CRM Online organization who has the System Administrator role.

8. If your organization uses Exchange Online as its e-mail server, do not set the values under Default Configuration Profiles. Instead, skip to step 11 to complete this procedure.

9. For Incoming configuration profile, select the incoming profile that you created.


Note

Setting the Incoming and Outgoing configuration profiles as the Default configuration profiles on the Deployment makes them the default profiles for users who will use the E-mail Router to process their incoming and outgoing e-mail. However, you can override this setting for individual users by changing it in the Users, Queues, and Forward Mailboxes tab of the E-mail Router Configuration Manager.

85


The dialog box will look similar to the following:


Configure a Microsoft Dynamics CRM forward mailboxEither a Microsoft Exchange mailbox or a POP3 mailbox can function as a forward mailbox. The steps in the following procedure are for creating a Microsoft Exchange mailbox. To create a POP3 mailbox you will need to follow the steps on your POP3 accounts site to set up a new account.

Notes

If you created and used a forward mailbox in Microsoft Dynamics CRM 4.0 and then upgraded to Microsoft Dynamics CRM 2011, you can use the forward mailbox that you used with Microsoft Dynamics CRM 4.0. If such a mailbox does not already exist, you can create one by using the following procedure.

Create the Exchange mailbox

Note

Do not use this procedure if your e-mail server is Microsoft Exchange Online.

86


1. On the computer where Microsoft Exchange is installed, open Active Directory Users and Computers. To do this, click Start, click Run, type dsa.msc, and then click OK.

2. Click the organizational unit where you want to create the forward mailbox user account.

3. Click Actions, point to New, and then click User.

4. Type a First name, Last name, User logon name, and User logon name (pre-Windows 2000) for the mailbox user account.

5. Click Next.

6. Enter a password, clear User must change password at next logon, and then click Next.

7. Click Finish to create the mailbox user account.

8. Log in to the newly created mailbox with Outlook Web Access or from a client computer to test that the mailbox is set up and can receive e-mail messages.

Set up the forward mailboxAfter the forward mailbox is created, you can configure individual Microsoft Dynamics CRM user accounts to use the forward mailbox by using the following procedure.

Note

You must complete these steps for each Microsoft Dynamics CRM user who uses the forward mailbox.

To set up a forward mailbox




4. Click Users and Queues and click Load Data. This displays the Microsoft Dynamics CRM users who are configured to use the E-mail Router.

Notes



If no users are listed after you click Load Data, or if users are missing, make sure that the missing user’s settings are correct by following the steps in the section Set e-mail access type to E-mail Router in Microsoft Dynamics CRM (on page 21).

5. Click the Forward Mailboxes tab, and then click New.

6. Type a name for the forward mailbox profile. For example type CRMSystemMailbox in the Name field.

87


7. For E-mail Address, type the e-mail address of the forward mailbox. This is the address that you entered when you created the forward mailbox user account in the section Create the Exchange mailbox in Configure a Microsoft Dynamics CRM forward mailbox (on page 86).

8. Click OK.

Configure Microsoft Dynamics CRM users to use a forward mailboxComplete the following steps for every Microsoft Dynamics CRM user whose incoming e-mail is to be received by a forward mailbox.

To configure Microsoft Dynamics CRM users to use a forward mailbox

Notes

If you created a forward mailbox for use in Microsoft Dynamics CRM 4.0, and you later upgrade to Microsoft Dynamics CRM 2011, you do not have to complete the steps in this procedure because the required settings will automatically be configured for the forward mailbox.

However, any new users who are added after the upgrade will automatically have the E-mail Access Configuration option set to Microsoft Dynamics CRM for Outlook, not to Forward

88


Mailbox or E-mail Router. Those users cannot use the forward mailbox unless that setting is changed, as described in this procedure.




4. Select Forward Mailbox from the E-mail access type – Incoming list.



Deploy the Exchange rule using the Rule Deployment WizardTo deploy a Microsoft Exchange rule to the mailbox of Microsoft Dynamics CRM users, you use the Rule Deployment Wizard. After the rule is deployed, it forwards all incoming e-mail as an attachment to the designated Microsoft Dynamics CRM forward mailbox. The E-mail Router monitors the forward mailbox and routes mail that is related to Microsoft Dynamics CRM to the recipient’s Microsoft Dynamics CRM account, where it is stored as an e-mail activity.


To configure the Microsoft Exchange rule

Notes


If you have upgraded to Microsoft Dynamics CRM 2011 and you plan to use the same forward mailbox that your organization used in Microsoft Dynamics CRM 4.0, you may not have to complete these steps. However, if you uninstalled the Microsoft Dynamics CRM 4.0 E-mail Router, and during that process you removed the rules, complete the following steps to redeploy the rules to each user’s mailbox.

89


1. Open the Microsoft Dynamics CRM Rule Deployment Wizard. To do this, click Start, point to All Programs, expand Microsoft Dynamics CRM 2011 E-mail Router, and then click Rule Deployment Wizard.

2. Click Next to start the wizard.

3. For Deployment, select Microsoft Dynamics CRM Online.

4. For Microsoft Dynamics CRM Server, enter the same URL address that was used in the section. In that section, OrganizationUniqueName is a placeholder for the actual ID of your organization; if the OrganizationUniqueName is org234c5, type https://dev.crm.dynamics.com/org234c5.

5. For Access Credentials, type the Windows Live ID of a System Administrator in your Microsoft Dynamics CRM Online organization.

6. Click Next.

7. Type the e-mail address of the forward mailbox. Use the e-mail address of the forward mailbox user account that you created in .

8. Click Next.

9. Select the Microsoft Dynamics CRM users to whom you want to deploy this rule.

Notes

If no user accounts are displayed, you will first need to set the users’ e-mail settings to use the forward mailbox. See Configure Microsoft Dynamics CRM users to use a forward mailbox (on page 88).

If the e-mail address for the user record in Microsoft Dynamics CRM is different than the e-mail address that the Rule Deployment Wizard shows, you must add a second e-mail address for that user in your Microsoft Exchange environment. See Troubleshooting information (on page 93) for the steps on adding a second e-mail address.

10. After you have selected the users, click Next.

11. Click Deploy rule to user mailboxes, and then click Next.

Note

If you are unsure whether the rules have already been deployed, click Verify rule in user mailboxes.

12. After the rules have been deployed, click Cancel to close the wizard.

Deploy the Exchange rules manually through Exchange OnlineTo use the forward mailbox feature, you must manually create rules on the users’ mailboxes. For Microsoft Exchange Online, use rules with the following logic:

Forward All e-mail messages as An Attachment to <a mailbox you defined in your system>

This rule will forward e-mail to the Microsoft Dynamics CRM forward mailbox.

After the rule is deployed, it forwards all incoming e-mail as an attachment to the designated Microsoft Dynamics CRM forward mailbox. The E-mail Router monitors the forward mailbox and routes mail that is

90


related to Microsoft Dynamics CRM to the recipient’s Microsoft Dynamics CRM account, where it is stored as an e-mail activity.


Test and publish the new outgoing profile and deploymentThe final steps are to publish the new outgoing profile, the deployment, and the forward mailbox settings. You publish the profile and the deployment by using the E-mail Router Configuration Manager. Before you start this step, you must test connectivity to verify that everything connects successfully.






Notes





91


Note




Note


You have now successfully configured Microsoft Dynamics CRM to use the Microsoft Dynamics CRM E-mail Router for outgoing e-mail and to use a forward mailbox for incoming e-mail.

92

Chapter 9

Troubleshooting information

In This ChapterUsing the Rule Deployment Wizard to deploy Microsoft Dynamics CRM e-mail rules...............93

Messages are not deleted from the forward mailbox.................................................................93

Clicking Load Data in the E-mail Router Configuration Manager displays no users..................94

User cannot resolve e-mail........................................................................................................94

Changing a user’s e-mail options...............................................................................................95

More Information........................................................................................................................ 95

Using the Rule Deployment Wizard to deploy Microsoft Dynamics CRM e-mail rulesThe account that you use to run the Rule Deployment Wizard requires Microsoft Exchange administrator permissions, and it must have access to the mailboxes of the Microsoft Dynamics CRM users for whom you will create Inbox rules.

Resolution

You can create this mailbox access by using one of the following methods:

1. Grant Microsoft Exchange administrator permissions to the account that will run the Rule Deployment Wizard.

2. Use the Run As command to run the Rule Deployment Wizard. To do this, right-click Rule Deployment Wizard and then click Run As. Next, enter the credentials of a Microsoft Exchange Administrator and then click OK. After the wizard starts, it will be run under the context of the specified Exchange Administrator.

Note


Messages are not deleted from the forward mailboxThis problem might occur after you have installed the Microsoft Dynamics CRM 2011 E-mail Router and you have configured the E-mail Router to poll a Microsoft Exchange mailbox for messages to promote into Microsoft Dynamics CRM. Also, the Outlook Web Access Web site is running on Windows 2008 Server with

93

IIS 7.0. You might notice that certain e-mail messages are not deleted from the forward mailbox after the E-mail Router has processed them, even when you have enabled the setting to deleted processed messages.

Resolution

To fix this problem, run the following command on the IIS 7 server, replacing "Default Web Site" with the name of the Web site that needs to be configured:

%windir%\system32\inetsrv\appcmd set config "Default Web Site" -section:system.webServer/security/requestfiltering -allowDoubleEscaping:true

Clicking Load Data in the E-mail Router Configuration Manager displays no users

Note

Clicking Load Data in the E-mail Router Configuration Manager displays only users who have the Forward mailbox or the E-mail Router option selected.

Resolution

Verify the options that are set for the Microsoft Dynamics CRM user.

To check user options

1. Open Microsoft Dynamics CRM.

2. Click Settings, click Administration, and then open the user record.

3. Verify that the user has an e-mail address in the Primary E-mail field in Microsoft Dynamics CRM.

User cannot resolve e-mailA Microsoft Dynamics CRM user cannot resolve e-mail messages to Microsoft Dynamics CRM if the e-mail address that is created for the Microsoft Dynamics CRM user record is not found on the Microsoft Exchange server.

Resolution

You can add the e-mail address that is created for the Microsoft Dynamics CRM user to Exchange as a second e-mail address. After you do that, the Rule Deployment Wizard can resolve the user’s e-mail account to the user record in Microsoft Exchange.

94


Note


To add a second e-mail address in Microsoft Exchange Server 2007

1. On the Microsoft Exchange server, click Start, click All Programs, click Microsoft Exchange Server 2007, and then click Exchange Management Console.

2. Expand Recipient Configuration and then click Mailbox.

3. Right-click the user and then click Properties

4. Under the E-Mail Address click Add, type the e-mail address that is used in Microsoft Dynamics CRM, and then click OK.


To add a second e-mail address in Microsoft Exchange 2003

1. On the Microsoft Exchange server, click Start, click All Programs, click Microsoft Exchange, and then click Active Directory Users and Computers.

2. Expand domain name, and then locate the user account.

3. Right-click the user, click Properties, point to E-Mail Address, point to New, click SMTP Address, type the e-mail address that is used in the Microsoft Dynamics CRM, and then click OK.


Changing a user’s e-mail optionsThe E-mail Router is very flexible. In one deployment, some users can use Microsoft Dynamics CRM for Outlook as an e-mail router while other users use a forward mailbox or the Microsoft Dynamics CRM E-mail Router for incoming e-mail.

You can change these settings at any time. But note that after you change a user’s E-mail Access Configuration option, you must then run the E-mail Router Configuration Manager to update and publish the user’s configuration.

More InformationFor information about troubleshooting the Microsoft Dynamics CRM E-mail Router, see Troubleshooting the Microsoft Dynamics CRM E-mail Router (http://go.microsoft.com/fwlink/?LinkId=215056 ).

95

http://go.microsoft.com/fwlink/?LinkId=215056%20

CRM Email Router Scenarios

Documents

microsoft dynamics crm

microsoft dynamics logo

outbound email

outgoing email profile

incoming email profile

microsoft product

microsoft corporation

outgoing email client