Microsoft Dynamics CRM 2011 E-Mail Router Installing Guide for Use with Microsoft Dynamics

Microsoft Dynamics CRM 2011 E-mail Router Installing Guide for use with Microsoft Dynamics CRM Online

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Table of Contents

Microsoft Dynamics CRM Online E-mail Router Installing Guide 3

Overview 3

Microsoft Dynamics CRM for Outlook 3

E-mail Router 4

Microsoft Dynamics CRM Online user options 4

Microsoft Dynamics CRM E-mail Router hardware requirements 5

Microsoft Dynamics CRM E-mail Router software requirements 5

Install E-mail Router and Rule Deployment Wizard 7

Upgrade the E-mail Router 8

Configure the E-mail Router 11

Install E-mail Router on multiple computers 17

Troubleshooting E-mail Router issues 19

E-mail Router installation issues 19

Incoming e-mail configuration issues 20

Outgoing e-mail configuration issues 24

Test Access feature 25

Microsoft Dynamics CRM 2011 E-mail Router Installing Guide for use with Microsoft Dynamics CRM Online i

Chapter 1: Microsoft Dynamics CRM Online E-mail Router Installing Guide

Chapter 1

Microsoft Dynamics CRM Online E-mail Router Installing Guide

The Microsoft Dynamics CRM Online E-mail Router is a software component that creates an interface between Microsoft Dynamics CRM Online and Microsoft Exchange Server 2003, Microsoft Exchange Server 2007, Microsoft Exchange Server 2010, Microsoft Exchange Online, SMTP, or a POP3-compliant e-mail server. After the E-mail Router is installed, it transfers e-mail messages to the Microsoft Dynamics CRM system, and it sends outgoing e-mail messages that users created in the Microsoft Dynamics CRM system.

Microsoft Dynamics CRM Online stores e-mail messages as activity records. These e-mail activity records are stored in the Microsoft Dynamics CRM database and include both the contents of the e-mail message, such as the text of the message and its subject line, and relevant associations with other Microsoft Dynamics CRM Online records.

For example, when a salesperson replies to a customer about a case, the salesperson creates an e-mail activity record that includes the text of the message, plus information associating the e-mail activity record with the correct case record.

Note

For more information, see "Planning email integration" in the Microsoft Dynamics CRM 2011 Planning Guide.

For a list of prerequisites, see "Microsoft Dynamics CRM E-mail Router software requirements" in the Microsoft Dynamics CRM 2011 Planning Guide.

Overview

Microsoft Dynamics CRM Online provides the following e-mail processing features:

· Microsoft Dynamics CRM for Microsoft Office Outlook can process incoming and outgoing e-mail messages for each user and does not require the E-mail Router.

· E-mail Router routes both incoming and outgoing messages.

· The E-mail Router supports POP3 e-mail systems for incoming messages and SMTP e-mail systems for outgoing messages.

· Microsoft Dynamics CRM e-mail messages are sent asynchronously when you use the E-mail Router.

This section describes the e-mail system options and configurations.

Microsoft Dynamics CRM for Outlook

You can use Microsoft Dynamics CRM for Outlook to perform the following tasks:

· Deliver received e-mail messages to Microsoft Dynamics CRM.

· Send e-mail messages that are generated from Microsoft Dynamics CRM.

Microsoft Dynamics CRM for Outlook does not require the E-mail Router to process Microsoft Dynamics CRM e-mail messages. This means that, if all of the Microsoft Dynamics CRM users in your organization use Microsoft Dynamics CRM for Outlook, you need not install the E-mail Router.

For more information, see Microsoft Dynamics CRM for Outlook Installation Instructions, in this guide.

E-mail Router

The E-mail Router performs the following tasks:

· Routes incoming e-mail messages to Microsoft Dynamics CRM.

· Sends e-mail messages generated from Microsoft Dynamics CRM.

The E-mail Router is required for users or queues that do not use Microsoft Dynamics CRM for Outlook. The E-mail Router can be installed on various versions of the Microsoft Windows operating system. For a list of supported Windows versions, see "Microsoft Dynamics CRM E-mail Router software requirements (on page 5)" in the Planning Guide. The computer on which you install the E-mail Router must have a connection to a Microsoft Exchange Server or to a POP3/SMTP e-mail server.

The E-mail Router contains the following components:

· The E-mail Router service ("Microsoft CRM Email Router") and the E-mail Router configuration files.

· The E-mail Router Configuration Manager. You use this wizard to configure the E-mail Router service.

The Rule Deployment Wizard. This wizard lets you deploy rules that are used to route e-mail messages to a forward mailbox from the mailbox of a user or queue. The Rule Deployment Wizard does not work with POP3/SMTP e-mail servers. For more information, see Deploy inbox rules (on page 14), in this guide.

Microsoft Dynamics CRM Online user options

This section describes configuring the user options for sending and receiving e-mail messages.

Incoming e-mail messaging options

The possible incoming e-mail configurations that can be used when a user or a queue receives Microsoft Dynamics CRM Online e-mail messages are as follows:

· None: Use this option for users or queues that do not use Microsoft Dynamics CRM Online to automatically track received e-mail messages.

· Microsoft Dynamics CRM Online for Outlook: This option is available for users and requires that Microsoft Office Outlook be installed on the user’s computer. This option does not require the E-mail Router component and is not available for queues.

· E-mail Router: When you select this option, E-mail Router will process Microsoft Dynamics CRM Online e-mail messages directly from the user’s or queue’s inbox, without using a forward or a sink mailbox. Although this option does not require a sink mailbox, it does make troubleshooting E-mail Router issues more complex for larger user bases (10 or more users) because each incoming e-mail message is processed by the E-mail Router in every user’s mailbox instead of in a single dedicated sink mailbox.

· Forward Mailbox: To use this option, you must install E-mail Router. This option requires a "sink" mailbox, which is a dedicated mailbox that collects e-mail messages transferred from each Microsoft Dynamics CRM Online user’s mailbox by a server-side rule. Although this option does not require users to run Outlook, it does require that the rule be deployed for each user. If you have an on-premise Exchange Server, use the Rule Deployment Wizard to deploy rules to each Microsoft Dynamics CRM Online user mailbox. For Exchange Online, a “forward as attachment” rule must be deployed manually (as explained later in this guide).

Outgoing e-mail messaging options

The possible outgoing e-mail configurations that can be used when users or queues send Microsoft Dynamics CRM Online e-mail messages are as follows:

· None: Use this option for users or queues that do not use Microsoft Dynamics CRM Online to send e-mail messages.

· E-mail Router: This option delivers Microsoft Dynamics CRM Online e-mail messages by using the E-mail Router component.

Microsoft Dynamics CRM E-mail Router hardware requirements

The following table lists the minimum and recommended hardware requirements for Microsoft Dynamics CRM E-mail Router.

Component / *Minimum / *Recommended /
Processor (32-bit) / 750-MHz CPU or comparable / Multi-core 1.8-GHz CPU or higher
Processor (64-bit) / x64 architecture or compatible 1.5 GHz processor / Multi-core x64 architecture 2GHz CPU or higher such as AMD Opteron or Intel Xeon systems
Memory / 1-GB RAM / 2-GB RAM or more
Hard disk / 100 MB of available hard disk space / 100 MB of available hard disk space

*Actual requirements and product functionality may vary based on your system configuration and operating system.

Microsoft Dynamics CRM E-mail Router software requirements

This section lists the software and application software requirements for Microsoft Dynamics CRM E-mail Router.

Microsoft Dynamics CRM E-mail Router Setup consists of two main components: the E-mail Router and the Rule Deployment Wizard. The E-mail Router component installs the E-mail Router service and E-mail Router Configuration Manager. You use the E-mail Router Configuration Manager to configure the E-mail Router. The Rule Deployment Wizard component deploys the rules that enables received e-mail messages to be tracked.

Important

Unless specified otherwise, E-mail Router supports the latest service pack (SP) for all required software components.

You can install the E-mail Router and Rule Deployment Manager on any computer that is running one of the following operating systems, and that has network access to both Microsoft Dynamics CRM and the e-mail server:

· Microsoft Windows 7 32-bit and 64-bit editions

· Microsoft Windows Server 2008 or later version x64-bit editions only

Important

· Windows Server 2008 32-bit editions, Windows Server 2003, Windows Vista, and Microsoft Windows XP editions are not supported for installing and running Microsoft Dynamics CRM E-mail Router or E-mail Router Configuration Manager.

· Running Microsoft Dynamics CRM E-mail Router and E-mail Router Configuration Manager (32-bit) is not supported on a Windows Server 64-bit operating system, in Windows-On-Windows (WOW) mode. Install and run the 64-bit version of the Microsoft Dynamics CRM E-mail Router.

Rule Deployment Wizard Requires MAPI

The Rule Deployment Wizard requires the Microsoft Exchange Server Messaging API (MAPI) client runtime libraries. To install the MAPI client runtime libraries, see Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1 (http://go.microsoft.com/fwlink/?LinkId=198514).

Notes

MAPI versions 6.5.8147 (or later) are supported by Microsoft Exchange Server 2010.

If you already have a version of the MAPI download installed, you must uninstall it before installing the new version.

If you are installing the Rule Deployment Wizard on a system that uses Microsoft Exchange Server 2010 as its e-mail server, you must also have installed Update Rollup 2 (or later) of Microsoft Exchange Server 2010. For more information, see Update Rollup 2 for Exchange Server 2010 (KB979611) http://go.microsoft.com/fwlink/?LinkId=195275.

Exchange Server

Microsoft Exchange Server is only required if you want to use the E-mail Router to connect to an Exchange Server e-mail messaging system. To do this, you can install the E-mail Router on any of the supported Windows or Windows Server operating systems that have a connection to the Exchange Server. The E-mail Router supports the following versions of Exchange Server:

· Exchange 2003 Standard Edition SP2 or later edition

· Exchange 2003 Enterprise Edition SP2 or later edition

· Exchange Server 2007 Standard Edition

· Exchange Server 2007 Enterprise Edition

· Microsoft Exchange Server 2010 Standard Edition

· Microsoft Exchange Server 2010 Enterprise Edition

· Microsoft Exchange Online

Important

Microsoft Exchange 2000 Server editions are not supported when using these versions of Microsoft Dynamics CRM E-mail Router and Rule Deployment Manager.

If missing, E-mail Router Setup installs the Microsoft .NET Framework 4.0 on the computer where you install the E-mail Router.

The Rule Deployment Wizard component must be installed on a computer that is running any of the supported Windows or Windows Server operating systems and that has the Microsoft Exchange Server Messaging API (MAPI) client runtime libraries installed.

Download the MAPI client runtime libraries (http://go.microsoft.com/fwlink/?linkid=78805) from the Microsoft Download Center.

Messaging and transport protocols

Microsoft Dynamics CRM E-mail Router supports a variety of e-mail messaging and transport options.

POP3

POP3-compliant e-mail systems are supported for incoming e-mail message routing.

Important

When you use the Forward Mailbox option on the User form, the POP3 e-mail server must provide support where an e-mail message can be sent as an attachment to another e-mail message.

If you configure the Microsoft Dynamics CRM E-mail Router to connect to a POP3-compliant e-mail server, the server must support RFC 1939.

Transport protocols

Both SMTP and Exchange Online with Exchange Web Services (EWS) are messaging transport protocols that are supported for outgoing e-mail message routing.

If you configure the Microsoft Dynamics CRM E-mail Router to use an SMTP-compliant transport service, the server must support RFC 2821 and RFC 2822.

Exchange Online

Microsoft Exchange Online is a hosted enterprise messaging service from Microsoft. It provides the robust capabilities of Microsoft Exchange Server as a cloud-based service. To learn more, see Exchange Online (http://go.microsoft.com/fwlink/?LinkID=197112).

Install E-mail Router and Rule Deployment Wizard

You install the E-mail Router and the Rule Deployment Wizard by running the Microsoft Dynamics CRM E-mail Router Setup. To install the E-mail Router and the Rule Deployment Wizard, follow the instructions in this section.

Note

Make sure that you keep your Microsoft Dynamics CRM deployment current by installing the latest updates and hotfixes. For more information, see Microsoft Update (http://go.microsoft.com/fwlink/?LinkId=202525).

Important

If you have a previous version of the E-mail Router installed, do not use the procedures in this section. Instead, see "Upgrade the E-mail Router (on page 8)," later in this chapter.

Ø To set up the E-mail Router

Installation Task 1: Install the E-mail Router and, optionally, the Rule Deployment Wizard. For more information, see "Install the E-mail Router" in this chapter.

Installation Task 2: Configure the E-mail Router. For more information, see "Configure the E-mail Router," in this guide.

Installation Task 3: (Optional) Deploy Inbox Rules. For more information, see "Deploy Inbox Rules" in this guide.

Install the E-mail Router