Microsoft has released the November 2009 update for the Microsoft Dynamics CRM Online E-mail Router which includes the support for Microsoft Exchange Online. This blog covers step by step instructions to setup the Microsoft Dynamics CRM E-mail Router with the Exchange Online system to process incoming and outgoing e-mails from the Microsoft CRM system.
Microsoft Exchange Online is a hosted enterprise messaging service from Microsoft which provides the robust capabilities of Microsoft Exchange Server as a cloud-based service. Microsoft Dynamics CRM Online E-mail Router with Nov 2009 update has been enhanced to integrate with Exchange Online which can serve as the E-mail service provider to Microsoft CRM. The new Router uses Exchange web services (EWS) as the communication protocol as opposed to HTTP-DAV which was used for earlier on-premises Exchange servers.
Microsoft Dynamics CRM Online
Users and Queues in CRM can be configured to use the E-mail Router for processing the incoming Exchange Online and outgoing CRM e-mails. To utilize this functionality, Users and Queues must have a valid email address and select E-mail Router for the incoming and outgoing E-mail access types. This can be setup by an administrator or users having relevant permissions.
Microsoft Dynamics CRM Online E-mail Router
After the Router has been installed, launch the E-mail Router Configuration Manager from Start-> All Programs-> Microsoft Dynamics CRM E-mail Router. There are three main tabs in the Configuration Manager as shown below.
Configuration Profiles. To configure the E-mail Router, you first create one or more incoming and one or more outgoing configuration profiles. These configuration profiles contain information about the e-mail server and authentication methods that the E-mail Router will use to connect to the e-mail server and transfer e-mail messages to and from the Microsoft Dynamics CRM Online organization. You create configuration profiles on the Configuration Profiles tab in the E-mail Router Configuration Manager.
Deployments. After you create the configuration profiles that you want, you must define at least one deployment. The information that you enter into the Deployment area will be used by the E-mail Router to connect to your Microsoft Dynamics CRM Online deployment.
Users, Queues, and Forward Mailboxes. After you have the configuration profiles and deployment established, then you manage the users, queues, and forward mailboxes that will be used by the E-mail Router to route Microsoft Dynamics CRM Online e-mail messages. You manage these items on the Users, Queues, and Forward Mailboxes tab in the E-mail Router Configuration Manager.
Creating Exchange Online outgoing profile.
Creating Exchange Online incoming profile.
Configure the Microsoft Dynamics CRM deployment
After you have created the outgoing and incoming e-mail profiles, click the Deployments tab in the E-mail Router Configuration Manager tool.
Forward Mailbox is one of the options available for processing the incoming e-mails in Microsoft CRM. This option is helpful in scaling the system where all the ForwardMailBox users and queues have all their e-mails forwarded to the ForwardMailbox using Exchange forwarding rules. Emails for multiple users and queues are present in this single E-mail box as an attachment and hence Router can promote them to Microsoft CRM using the single polling location. Users and Queues can have this options set for incoming e-mails processing as follows.
Set up the Forward Mailbox
Deploy the Exchange rules manually through Exchange Online
In order to use the forward mailbox feature Exchange Online users need to manually create rules on their own mailboxes from OWA or using Outlook client. This can be done by using the Rule Deployment Wizard for Exchange On-premises 2007 and earlier systems. In Exchange Online they will need to manually setup a rule with the following logic:
Forward All e-mails as An Attachment to <a mailbox you defined in your system>
This rule will forward all incoming e-mail to the Microsoft Dynamics CRM forwarding mailbox. After the rules have been deployed, any e-mail that is received in a user’s mailbox will be forwarded as an attachment to the forwarding mailbox. The Microsoft Dynamics CRM E-mail Router Service monitors the forward mailbox. The service will route Microsoft Dynamics CRM e-mail to Microsoft Dynamics CRM as an e-mail activity. If the e-mail is not related to Microsoft Dynamics CRM, the service will delete the e-mail message from the forwarding mailbox.
Test and publish the new outgoing profile and deployment
The final step is to publish the new outgoing profile, publish the deployment, and publish the forward mailbox settings. You publish the profile and the deployment from the E-mail Router Configuration Manager tool. Before you start this step, you must test connectivity to verify that everything connects successfully. To do this, complete these steps to test connectivity:
Note: If you receive an error loading the data, verify the correct organization name is listed in the Select a CRM Deployment to view users and mailboxes list. Also, verify the organization name is entered with the correct case. The organization name is case sensitive. Note: If no users are listed after you click Load Data, or if you are missing users, check the user’s settings. Also Forward Mailbox users and queues do not have the option of assigning the incoming profiles because the forward mailbox is directly used for the incoming E-mail processing.
On publishing the Router will start catering the Microsoft CRM Users and Queues having the Microsoft Exchange Online mailboxes.
So, if all of my users' settings have "Email Router" selected for both Incoming and Outgoing, what else do I need to set up?
1. JUST the Incoming & Outgoing server info in the CRM Router Config Manager?
2. JUST the Rule Deployment Wizard for each CRM user?
3. Incoming & Outgoing server info in Router Config AND user info in the Rule Deployment Wizard?
4. Something else entirely?
The mailbox sizes for my CRM users is being misreported between Outlook & Exchange and I suspect it's because my email forwarding and router settings are incorrect.
I currently have Incoming, Outgoing, User, and Forwarding Mailbox information in the Router Config Mgr, PLUS I have a forwarding rule set for all CRM users in the Rule Deployment Wizard.
Even if it doesn't help the mailbox size misreporting, please help clarify what my settings SHOULD be, if all CRM users have "Email Router" selected (in CRM profile) for both Incoming and Outgoing mail.
>>> NO. Rule deployment wizard is not at all required if each user is configured directly. In case you want a set of users to use the forwardmailbox, u need to choose forwardmailbox in the user incoming profile in CRM. Publish the forwarding rule manually in user mailboxes in exchange (for exchange online). Add the forwardmail box to the router configuration wizard. DONE.
>>> YES, You can use the single admin profile and assign the same to all users , else for each user individually.
>>> hmmm NO. Just also ask the user to choose an option of what emails need to be coming to CRM from tools->options dialogue in crm.
>> Forwarding is only to the dedicated mailbox and this should be having the outlook client ?
>>> You are NOT using exchange online right? Please ensure that you understand the forward mailbox topology correctly else it generates lots of traffic. You can mark the router to delete the mails from the forwardmailbox once processed.
>>> As i said for this remove all forwarding rules and just configure the users in router configuration wizard.
I have no option "ExchangeOnline" available. Do I have to install something else? I installed version 4.0.3777.113 .
Sorry for the delay in getting back with you.
- I have removed the Rules from the Rule Deployment Wizard.
-Each user is set up to use the router for both Incoming and Outgoing in their settings.
-Router is set up for Incoming & Outgoing.
-The Forward Mailbox does have the "Delete email once processed..." checkbox checked.
-Exchange server is on-premises, NOT online.
I think we're all set. Thank you for your help!
Thanks for the great post, very detailed. I have a question related to this , is there any possible way to avoid having to deploy an onpremises pieces? If we have BPOS and CRM online and want to avoid having a local server are there any options?