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MSCRM v4 E-mail: Configuring for a Small Business

MSCRM v4 E-mail: Configuring for a Small Business

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If you read my previous post on deploying and configuring e-mail integration for the enterprise, then this post will seem familiar. In many ways, deploying an e-mail integration solution for MSCRM in a small scale business, say less than 50 users, requires the implementer to go through much the same process as the “big guys” on the block, but there will be a number of things which can make the process both simpler and more complex at the same time.

For example, in the enterprise example it can be assumed that there is an IT department which can take care of the deployment and configuration of the various components while the small business deployment will need to done with no (or part-time and less experienced) IT help. On the other hand, the small business deployment will likely be much smaller in scale and more easily managed by a single user. The goal of this post is to help the small business implementer with the challenge of installing and configuring the E-mail Router for MSCRM.

Defining the Requirements

As with a much larger organization’s e-mail integration needs, the requirements necessary to effectively configure and deploy an effective e-mail solution are much the same. In the case of a small business, however, it can be assumed that there is no full-time IT department on staff to handle the deployment and configuration for you. The questions to answer, then, become that much more important as you begin the process of setting up the e-mail configuration needed to connect your CRM system with e-mail.

  • Does the organization have a need to use queues (e.g. for support, information, etc)?
  • What e-mail system is your company currently using?
  • Do your users typically use Outlook to manage their e-mail?
  • Do you have the ability to create one or more Forward Mailboxes?
  • What type of e-mail traffic is expected (volume per user, average attachment size, etc)?

The Scenario

The flexibility of the E-mail Router in v4 makes it difficult to attempt to describe a one-size-fits-all solution. We will work through an example of a small business to illustrate how you could implement one type of solution which will touch a large portion of the configuration aspects to provide a starting point for your own unique situation. This scenario is used for illustrative purposes only, so your mileage may vary.

  • 1 CRM organization with 15 users
  • Users are using Windows Live Mail accounts to manage their e-mail needs (e.g. not Outlook)
  • Users are receiving an average of 30 e-mails per day, with small attachments
  • 1 queue mailbox is used for ‘info’ (also Windows Live Mail) which receives roughly 200 e-mails per day and small-medium attachment sizes

Suggested Solution

Since the users are not using an Exchange server and Windows Live Mail does not allow for messages to be forwarded as attachments, the use of a Forward Mailbox is not really an option. The user base is small enough, however, to allow a single E-mail Router service to easily process all incoming and outgoing e-mail for this scenario. The following solution will allow minimal disruption to the existing e-mail configuration while enabling full integration with CRM.

  • Install the e-mail router on a dedicated machine
  • Configure all users in CRM to use the E-mail Router for both incoming and outgoing e-mail
  • Configure the “info” CRM queue to also use the E-mail Router for both incoming and outgoing e-mail
  • Both users and the queue will allow the E-mail Router to send and receive e-mail on their behalf (users do this via their personal options page, queues allow this directly from the queue entity page)
  • Single profiles for Incoming and Outgoing e-mail will be configured in the E-mail Router Configuration tool. These will be configured to use “User supplied credentials” for connecting to the individual Windows Live mailboxes. The incoming profile will use the POP3 e-mail server type option.

              West

Implementation

Installing and configuring the E-mail Router is only part of the solution as this will only establish the connection between the E-mail server and CRM. In order to complete the configuration, the CRM administrator will need to configure the User and Queue records in CRM to use the “E-mail Router” option for both incoming and outgoing e-mail access. Once this is done, each user will need to configure their own personal options to allow the E-mail Router to use their login credentials to send and receive e-mail on their behalf. This is done via Tools/Options and then choosing the E-mail tab and entering the appropriate information. This will likewise be necessary for the Queue records as well.

Each user (and queue) can also choose to apply a built-in filter which the E-mail Router will use for processing incoming e-mails. These options are available in the E-mail tab of the Personal Options dialog within CRM.

Please review the following links as they provide video walk-throughs of various configuration and deployment scenarios to help you in deploying your own CRM e-mail solution.

Cheers,

David West

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  • Hello,

    I need to sent an e-mail template out as another user.  Because we cannot use campaign management for this, we have configured a queue allowing me to trigger a direct send of an e-mail template using the queue created.  If I choose one contact, the mail is sent and all works well.  However, if I attempt to send this to more than one contact at a time, nothing happens.  There is no activity, no error message ... nothing.  What could we be possibly missing?

    Thanks in advance!

    Lisa

  • I'm trying to get the Microsoft Dynamics CRM Online E-mail Router working. When testing access after configuring the router, I get this error on all 4 of the user accounts I've setup:

    Name: [username]

    Incoming Status: Failure - The handshake failed due to an unexpected packet format.

    Server: smtp.live.com

    Outgoing Status: Failure - An error occurred while checking the connection to e-mail server smtp.live.com. A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

  • hi,

    at my crm user i configured the crm e-mail router for outgoing e-mails.

    although it works, it takes a long time (up to 4 hours) till the mail is sent.

    if i restart the crm async service the mails via the e-mail router are sent immediately.

    i guess the async service, which is responsible for e-mail sending via crm e-mail router, does this action only every x hours. is there a possibility to define the option how often resp. in which time-intervals the mails should be sent?

    thanks for you help!

    tom

  • Small businesses can face a lot of problems when it comes to technology adoption. Careful analysis of the business type and requirements is needed.

  • Is there any way to use CRM and Live for email (since Microsoft Online email is FBA only)...where I don't have to use live account (@live.com) to send mail as.

    For example, I just want to send (which I can) and receive (which I can't) as info@company.com.

    Whay does Microsoft have no solution for it's Microsoft Online Customers.

    John

  • I have a customer who uses only Google Mail for their emailing tool and they would like to purchase CRM 4.0 and host on their server.

    Question is: does this mean that they have no screen from which to view the mail within their Inbox and select the option to "track in CRM", since they are not using Outlook and thus cannot benenfit from the Outlook Client for CRM?

    Is it possible to track emails in CRM from their inbox in Google mail account?

  • I have a suggestion for the email router.

    I am using the POP/SMTP option (with GMail), and the web browser client for CRM.  I have email tracking set up to track emails for Accounts, Contacts and Leads.  For incoming emails it seems to recognize emails from known contacts and bring them into CRM fine.  It ignores emails not related to Contacts/etc. (as it should).  My suggestion relates to outbound emails.  If I use the GMail client to send an email to a Contact that exists in CRM (with the same email address), it does not track that email in CRM.  However, if I look at the Windows Event Viewer on the Email Router machine, it seems to see that email in the sent folder, and skips it with a "... did not match any known records" message.  Why doesn't it bring this email into CRM and attach it to the Contact too?

    If there is already a way to make it do this, please let me know!

  • I have a suggestion for the email router.

    I am using the POP/SMTP option (with GMail), and the web browser client for CRM.  I have email tracking set up to track emails for Accounts, Contacts and Leads.  For incoming emails it seems to recognize emails from known contacts and bring them into CRM fine.  It ignores emails not related to Contacts/etc. (as it should).  My suggestion relates to outbound emails.  If I use the GMail client to send an email to a Contact that exists in CRM (with the same email address), it does not track that email in CRM.  However, if I look at the Windows Event Viewer on the Email Router machine, it seems to see that email in the sent folder, and skips it with a "... did not match any known records" message.  Why doesn't it bring this email into CRM and attach it to the Contact too?

    If there is already a way to make it do this, please let me know!

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