Configure the E-mail Router
After the E-mail Router has been installed, you can configure several aspects of it. Some of these configuration tasks are mandatory. Others are optional in that you use them to enable specific functionality:
Configuration Task 1: Set up profiles and (optionally) set up deployments, by using the E-mail Router Configuration Manager. For more information, see "E-mail Router Configuration Manager" below.
Configuration Task 2: Microsoft Dynamics CRM users must have their incoming e-mail access type set to E-mail Router. For more information, see "Set e-mail access type" below.
Configuration Task 3: (Optional) As part of configuration, you can deploy rules. For more information, see "Deploy Inbox Rules" below.
Configuration Task 4: (Optional) As part of configuration, you can set up a forward mailbox. For more information, see "Set up a Forward Mailbox" below.
E-mail Router Configuration Manager
The E-mail Router Configuration Manager is a tool that you use to configure the E-mail Router. The E-mail Router Configuration Manager is installed with the E-mail Router and can be run after the E-mail Router Setup is completed.
The E-mail Router settings configured by using the E-mail Router Configuration Manager are saved in the Microsoft.Crm.tools.EmailAgent.xml file that is located in the folder where the E-mail Router is installed.
The E-mail Router has several options. Before you run the E-mail Router Configuration Manager, you should determine how you want to configure these options:
Incoming Configuration. The Microsoft Dynamics CRM E-mail Router supports Exchange Server 2003, Exchange Server 2007, Exchange Server 2010, Exchange Online, or POP3 e-mail systems for incoming e-mail messages.
Outgoing Configuration. Microsoft Dynamics CRM supports only Exchange Online or SMTP e-mail systems for outgoing e-mail messages.
Mailbox Monitoring Type. You can configure the following two mailbox types:
Forward Mailbox. If you select Forward Mailbox when you run the E-mail Router Configuration Manager, the E-mail Router will use a single mailbox to process e-mail messages. Then, for each Microsoft Dynamics CRM user or queue that will receive e-mail messages, you must create a rule must for the user, or queue, by running the Rule Deployment Wizard.
Individual Mailboxes. If your e-mail system does not allow rules, where an e-mail message can be forwarded as an attachment, you must select Individual Mailbox Monitoring. If you are using Exchange Server, we recommend that you use Forward Mailbox Monitoring.
Also see the E-mail Router Configuration Manager Help, which you can open by clicking Help on the Configuration Profiles or Deployments tab in the E-mail Router Configuration Manager.
To start the E-mail Router Configuration Manager, click Start, point to All Programs, point to Microsoft Dynamics CRM E-mail Router, and then click Microsoft Dynamics CRM E-mail Router Configuration Manager.
Configuration profiles
You must configure at least one incoming e-mail profile and one outgoing e-mail profile to enable the E-mail Router to route e-mail to and from your Microsoft Dynamics CRM organization. Depending on the complexity of your organization’s e-mail system, you may have to create multiple incoming and outgoing configuration profiles. For example, if your organization requires incoming E-mail Router services for multiple e-mail servers, you must create one incoming configuration profile for each e-mail server.
Authentication types
You must specify the type of authentication the E-mail Router will use for each incoming and outgoing e-mail profile.
For Exchange Server, incoming profiles support Windows authentication only. For POP3-compliant servers, incoming profiles support NTLM (NT LAN Manager) and clear text authentication.
Access credentials
Depending on how you set the other configuration profile options, the following options are available for specifying the user name and password that the E-mail Router will use to access each mailbox that the profile serves.
Incoming profiles support the following access credentials:
Local System Account. This option requires a machine trust between the computer where the E-mail Router is running and the computer where Microsoft Exchange Server is running. For incoming profiles, this option is available only for Exchange Server (not for other POP3 compliant e-mail servers).
User specified. This option requires that each user enter their user name and password in the Set Personal Options dialog box (available in the Workplace section of the Microsoft Dynamics CRM Web client). This enables the E-mail Router to monitor mailboxes by using each user's access credentials. When users change their domain password -- for example, when it expires -- they must update their password in Microsoft Dynamics CRM so that the E-mail Router can continue to monitor their mailbox. This option is available only in the on-premises version of the product.
Other specified. Select this option if you want the E-mail Router to authenticate by using the credentials of a specified user. The specified user must have full access to all the mailboxes that the incoming profile will serve. To specify multiple sets of access credentials, you must create a separate configuration profile for each specified user.
Outgoing profiles support the following access credentials:
Local System Account. This option requires a machine trust between the computer where the E-mail Router is running and the computer where Microsoft Exchange Server is running. For more information, see the Installing Guide. For outgoing profiles, this is the only option available if you select the Anonymous authentication type.
Other specified. This option enables the administrator to configure the E-mail Router to send e-mail messages on each user's behalf by using the access credentials of a specified user account that has full access to all the mailboxes that the outgoing profile will serve.
Deployments
You can link a configuration profile of the E-mail Router to Microsoft Dynamics CRM Online. It is not mandatory, but doing so provides the benefit of assigning the configuration profile to users for whom no other profile is assigned.
Microsoft Dynamics CRM Server 2011
The value in this field must specify the Microsoft Dynamics CRM discovery service ( followed by the organization name. For example, if your Microsoft Dynamics CRM organization is MyOrg, you would enter
For MyOrg, 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.
One deployment type at a time
There are two types of deployments. One type includes deployments to Microsoft Dynamics CRM Online only. The other type includes deployments to either My company or An online service provider. If you define multiple deployments for the E-mail Router, they must all be of the same type. That is, after you have created a deployment that uses one deployment type, any other deployments that you create must be of the same type. (To create a deployment of the other type, you must first delete all of the deployments that currently exist.)
Access Credentials
You must specify the access credentials that the E-mail Router will use to log on to Microsoft Dynamics CRM Online.
Configuring E-mail Routing for Multiple Configurations and Deployments
You can add or edit an E-mail Router configuration, which contains a single incoming and outgoing method that routes e-mail to the e-mail server. In the configuration, you must specify the following:
A name of the configuration profile, for display and reference.
The direction of the configuration profile: incoming or outgoing.
The e-mail transport type, such as Exchange or POP3 for incoming, and SMTP for outgoing.
You can also add or edit E-mail Router deployments. An E-mail Router deployment contains a URL to Microsoft Dynamics CRM Online, one incoming configuration, and one outgoing configuration. In an E-mail Router deployment object, you specify the following components:
A URL to Microsoft Dynamics CRM Online (required).
A default incoming configuration (optional).
A default outgoing configuration (optional).
To specify additional operational settings for a new or existing configuration profile, click Advanced on the E-mail Router Configuration Manager dialog box.
For more information, see the E-mail Router Configuration Manager Help.
Set e-mail access type
Before a user can send and receive e-mail messages that will be tracked in Microsoft Dynamics CRM, you must change the e-mail access type that is set for that user, as described in the following procedure.
To set the e-mail access type
Open the Microsoft Dynamics CRM Web application.
In the Navigation Pane, click Settings.
Under System, click Administration.
In the Administration area, click Users.
Find the user whose settings you want to edit. You may need to navigate to a different page.
Click the name of the user, or select the user and then click Edit. The User form opens. You can edit the messaging options in the E-mail Access Configuration section.
For each user of the Microsoft Dynamics CRM Web application whose mail will be routed by the E-mail Router, you must change the incoming type to E-mail Router or to Forward Mailbox, and the outgoing type to E-mail Router.
Connect the E-mail Router to Microsoft Dynamics CRM Online
Set the E-mail Router to work with Microsoft Dynamics CRM Online
Start the E-mail Router Configuration Manager.
Click the Deployments tab.
Click New to create a new deployment.
Make sure that the Deployment option is set to Microsoft Dynamics CRM Online
Enter the rest of the information required to define the deployment and then click OK to finish.
Deploy inbox rules
An important part of routing e-mail messages to your Microsoft Dynamics CRM system is the placement of an Microsoft Exchange Server inbox rule in the inbox of each Microsoft Dynamics CRM user or queue. This rule sends a copy of each message that is received by a Microsoft Dynamics CRM user to the Microsoft Dynamics CRM system mailbox. From the Microsoft Dynamics CRM system mailbox, the E-mail Router retrieves the messages and creates an e-mail activity in Microsoft Dynamics CRM.
To deploy these Microsoft Dynamics CRM user inbox rules, use the Rule Deployment Wizard, which can be run at any time to add or change the inbox rules for your Microsoft Dynamics CRM users.
If you chose to install this wizard as part of the E-mail Router installation, you can access this wizard by doing the following:
On the computer where you have installed the Rule Deployment Wizard, click Start, point to All Programs, point to Microsoft Dynamics CRM E-mail Router, and then click Rule Deployment Wizard.
The Rule Deployment Wizard does not have to be run on a computer with an instance of Exchange Server. To run the Rule Deployment Wizard, you must:
Be logged on as a Microsoft Dynamics CRM user with a security role. (Users can be in restricted access mode).
Be a local administrator on the computer where the wizard is running.
Have Exchange Server administrative permissions.
To deploy rules to the mailbox of a Microsoft Dynamics CRM user, the person running the Rule Deployment Wizard must have Exchange Server administrative permissions for the mailbox. Use the Exchange System Manager and the Exchange Server delegation wizard to designate Exchange Server administrators. Or, make sure that the person running the Rule Deployment Wizard has full permissions on the Exchange Server mailbox store or storage group in which the users' mailboxes are located.
Create the rule manually
For POP3 e-mail servers that support e-mail system rules where an e-mail message can be forwarded as an attachment, you can create the rule manually.
To create the rule manually in Microsoft Office Outlook
On the Tools menu, click Rules and Alerts. (In Office 2010, on the Home tab, click Rules, and then click Manage Rules & Alerts.) The Rules and Alerts dialog box appears.
On the E-mail Rules tab, click New Rule.
Under Step 1: Select a template, in the Start from a blank rule section, click Apply rule on messages I receive, and then click Next.
Under Step 1: Select conditions, select where my name is in the To box, and then click Next.
Under Step 1: Select actions, select forward it to people or public group as an attachment.
Under Step 2: Edit the rule description (click and underlined value), click people or public group.
Select the name of your E-mail Router forward mailbox, and then click OK.
Click Next two times.
Optionally, under Step 1: Specify a name for this rule, change the name of the rule.
Make sure that the Turn on this rule option is selected, and then click Finish.
Make sure that the rule is at the top of the list, and then click Apply.
Set up a forward mailbox
The forward mailbox is used as a collection box for e-mail messages that are transferred from each Microsoft Dynamics CRM user’s mailbox by a server-side rule. The forward mailbox must be dedicated to the E-mail Router system, and should not be used as a working mailbox by an individual user.
Before you specify a forward mailbox, you must create or use an existing Exchange Server or POP3 mailbox that can be dedicated to processing e-mail messages that are tracked by Microsoft Dynamics CRM. After you specify the forward mailbox, you can run the Rule Deployment Wizard to deploy the rules that will be used to forward e-mail messages to the forward mailbox.
Specify or modify a forward mailbox
Make sure that you have a mailbox to dedicate as the forward mailbox. If you do not, see your messaging server documentation for information about how to create a mailbox. If you select Exchange Server as the incoming e-mail server type, you must log on to the mailbox by using an e-mail client such as Microsoft Office Outlook or Outlook Web Access (OWA) at least once to complete the creation of the mailbox.
Click the Users, Queues, and Forward Mailboxes tab, and then click Load Data.
When the list appears, click the Forward Mailboxes tab, and then click New. To change an existing forward mailbox, click Modify.
In the Forward Mailbox dialog box, complete the following boxes, and then click OK:
Name. Type a name for the forward mailbox. This will be used to display in the E-mail Router Configuration Manager and the Rule Deployment Wizard.
E-mail Address. Type the e-mail address for the forward mailbox, such as .
Incoming Configuration Profile. Select the incoming configuration profile to associate with the forward mailbox. You can have multiple forward mailboxes that use different incoming configuration profiles.
Click Publish.
Stop the Microsoft CRM Email Router service. To do this, on the Start menu, type services.msc, and then press ENTER; or click Run, type services.msc, and then press ENTER. Right-click the Microsoft CRM Email Router service, and then click Stop.
Restart the Microsoft CRM Email Router service. To do this, in the services list, right-click Microsoft CRM Email Router, and then click Start.
Click OK, and then close the Services application.
Complete the forward mailbox
If you will use a forward mailbox to route e-mail messages, in Active Directory directory service, you must create the user and mailbox that will be used for the E-mail Router forward mailbox.