Microsoft Dynamics CRM 4 Email Router Configuration Scenarios.docx
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Microsoft Dynamics CRM 4 Email Router Configuration Scenarios.docx
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MicrosoftDynamicsCRM4EmailRouterConfigurationScenarios
Microsoft
ExamplesofhowtoconfiguretheMicrosoftDynamicsCRM4.0on-premiseE-mailRouterindifferentdeploymentscenarios
DocVersion1.6
2/9/2009
ThisdocumentlistsstepstoconfigureMicrosoftDynamicsCRM4.0e-mailindifferentdeploymentscenarios.Thescenariosincludedinthisdocumentfocusonthefollowing:
TheMicrosoftDynamicsCRME-mailRouter,theforwardmailbox,andtheMicrosoftDynamicsCRMOutlookclient.
TableofContents
Overview4
Deploymentconsiderations4
TheMicrosoftDynamicsCRME-mailRouter4
TheForwardMailbox4
TheMicrosoftDynamicsCRMOutlookclient5
HowtoconfigureMicrosoftDynamicsCRMtousetheE-mailRouterforincomingandoutgoinge-mail6
Configuretheoutgoinge-mailprofile6
Configuretheincominge-mailprofile7
StepsforExchangeE-mailServerType7
StepsforPOP3E-mailServerType9
ConfiguretheMicrosoftDynamicsCRMdeployment10
ConfiguretheuserstousetheMicrosoftDynamicsCRMe-mailrouter11
Testandpublishthenewprofilesanddeployment12
HowtoconfigureMicrosoftDynamicsCRMtousetheE-mailRouterforoutgoinge-mailandtheforwardingmailboxforincominge-mail13
Configuretheoutgoinge-mailprofile13
Configuretheincominge-mailprofile14
StepsforPOP3E-mailServerType15
ConfiguretheMicrosoftDynamicsCRMDeployment16
ConfiguretheMicrosoftDynamicsCRMforwardingmailbox18
CreatetheExchangeMailbox18
SetuptheForwardMailbox19
ConfiguretheMicrosoftDynamicsCRMuserstousetheforwardingmailbox20
DeploytheExchangeruleusingtheRuleDeploymentWizard20
Testandpublishthenewoutgoingprofileanddeployment21
HowtoconfigureMicrosoftDynamicsCRMtousetheMicrosoftDynamicsCRMClientforOutlookastheincomingandoutgoinge-mailrouter23
Requirements23
ConfigurationsettingsinMicrosoftDynamicsCRM23
SetPersonalOptionsinMicrosoftDynamicsCRM4.023
ConfigureMicrosoftOutlookasthee-mailrouterforupgradedscenarios24
Troubleshootinginformation25
UsingtheRuleDeploymentWizardtodeployMicrosoftDynamicsCRMe-mailrules25
Usercannotresolvee-mail25
Messagesarenotdeletedfromforwardmailbox25
UsersarenotdisplayedafteryouclickLoadDataintheConfigurationWizard26
Changingauser’se-mailoptions26
MoreInformation26
SendFeedbackonthearticle27
Examplesofhowtoconfigurethe
MicrosoftDynamicsCRM4.0on-premiseE-mailRouter
indifferentdeploymentscenarios
Overview
WithMicrosoftDynamicsCRM4.0,thenewE-mailRouterConfigurationManagermakessendingandreceivinge-mailfromMicrosoftDynamicsCRM4.0muchmoreflexible.Thisflexibilityrequiresadditionalconfigurationforthee-mailrouterinMicrosoftDynamicsCRM4.0thatwasnotrequiredforthee-mailrouterinMicrosoftDynamicsCRM3.0.ThisdocumentlistsstepstoconfigureMicrosoftDynamicsCRMe-mailindifferentdeploymentscenarios.Thescenariosincludedinthisdocumentfocusonthefollowing:
∙TheMicrosoftDynamicsCRME-mailRouter
∙Theforwardmailbox
∙TheMicrosoftDynamicsCRMOutlookclient
Eachscenariohasadvantagesanddisadvantagesdependingonthedeploymentconsiderations.Adeploymentcanuseamixtureofthescenarios.Forexample,ifonlysomeusersusetheMicrosoftDynamicsCRMClientforOutlook,thoseuserscanusetheMicrosoftDynamicsCRMClientforOutlookasthee-mailrouter.OtheruserscanusetheMicrosoftDynamicsCRME-mailRouterforsendingandtrackinge-mailinMicrosoftDynamicsCRM4.0.
Deploymentconsiderations
TheMicrosoftDynamicsCRME-mailRouter
Advantages
∙CanbeusedtoconnecttoExchangeandPOP3mailboxestotracke-mailintoMicrosoftDynamicsCRM4.0.
∙CanbeusedindeploymentswheretheMicrosoftDynamicsCRMClientforOutlookisnotinstalled.
∙Canbeusedtomonitorindividualusermailboxes.
Disadvantages
∙ForPOP3accounts,youmustcreateanincomingprofileforeachPOP3accountandyoumustenterthepasswordforeachPOP3account.
∙Requiresadedicatedcomputerthatisalwaysrunning.
∙Canbemorecomplextosetupandmaintainifusedtomonitoralargenumberofuser’smailboxes.
TheForwardMailbox
Advantages
∙Reducesthenumberofincomingprofilesthatmustbecreatedandmanagedfororganizationsthatmonitoralargenumberofuser’smailboxes.
∙Onecentralmailboxtomonitor.
Disadvantages
∙E-mailprovidermusthavetheabilitytoforwardasanattachment.Thisisrequiredtoforwarde-mailstoacentralmailboxthatismonitoredbytheMicrosoftDynamicsCRME-mailRouter.
∙Amailboxrulemustbedeployedtoeachusertoforwarde-mailstothecentralmailbox.
TheMicrosoftDynamicsCRMOutlookclient
Advantages
∙ThisscenariodoesnotrequiretheMicrosoftDynamicsCRME-mailRouter.TheMicrosoftDynamicsCRMClientforOutlookisabletosende-mailforeachuserwhethertheusersendsitfromwithinOutlookorwithintheCRMWebClient,aswellasreceiveandtracke-mailinMicrosoftDynamicsCRM4.0.
∙TherearenouserpasswordstomaintainforaccesstoMicrosoftDynamicsCRM4.0ortotheuser’smailboxes.
Disadvantages
∙TheMicrosoftDynamicsCRMClientforOutlookmustberunningfore-mailstobesentortrackedinMicrosoftDynamicsCRM.IftheMicrosoftDynamicsCRMClientforOutlookisnotrunning,thee-mailswillbequeueduntilOutlookislaunchedandconnectstotheMicrosoftDynamicsCRMserverandtothemailserver.
∙ThisscenariocannotbeusedforQueuescreatedinMicrosoftDynamicsCRM4.0.
HowtoconfigureMicrosoftDynamicsCRMtousetheE-mailRouterforincomingandoutgoinge-mail
Thefollowingsectionlistshowtoconfigurethee-mailrouterforsendingandreceivingMicrosoftDynamicsCRMrelatede-mail.First,youmustconfigureoutgoinge-mail.
Configuretheoutgoinge-mailprofile
1.IntheE-mailRouterConfigurationManagertool,clicktheConfigurationProfilestab,andthenclicktheNewbutton.ClickingtheNewbuttonwillopenthenewprofilewindow.
2.Typeaprofilename.Forexample,typeOutgoingEmail.
3.ClickOutgoingintheDirectionlist.
4.VerifySMTPisselectedintheE-mailservertypelist.
Note:
Whenyouconfiguretheoutgoinge-mailprofile,SMTPistheonlyoptionavailableintheE-mailservertypelist.
5.ChangethevalueintheAuthenticationTypelisttotheauthenticationthatyourSMTPserveraccepts.AvailableauthenticationtypesincludeWindowsAuthentication,ClearText,andAnonymous.IfyouareusingtheSMTPprotocolfromtheMicrosoftExchangeserver,theauthenticationtypethatissupportedisWindowsAuthentication.
6.TypethenameoftheSMTPserverintheServeropentextbox.TypetheNetBIOSnameortheFullyQualifiedDomainName(FQDN)oftheserver.
7.Selecthowthee-mailrouterwillgainaccesstotheSMTPserverintheAccessCredentialslist.TheoptionsincludeLocalSystemAccountorOtherSpecified.
Note:
Thesecredentialsrequirerightstosende-mailtotheSMTPserver.
8.ClickOK.
Note:
IfyouwillbeconfiguringyourOutgoinge-mailprofiletouseSMTPfromExchange,additionalconfigurationmayberequired.TheadditionalconfigurationstepsareincludedinMicrosoftKnowledgeBase(KB)article915827.ReviewtheinformationrelatedtoconfiguringtheMicrosoftExchangeservertoallowrelaymessagesfromtheMicrosoftDynamicsCRM.
Configuretheincominge-mailprofile
1.IntheE-mailRouterConfigurationManagertool,clickNew.
2.Typeaprofilename.Forexample,typeIncomingEmail.
3.VerifyIncomingisselectedintheDirectionlist.
4.IntheE-mailServerTypelisttherearetwoavailableselections.ThefirstoptionisExchange.ThesecondoptionisPOP3.DependingontheoptionyouselectintheE-mailServerTypelist,thisoptionwilldeterminetheremainingoptionsandinformationyouspecifyinthisprofile.
StepsforExchangeE-mailServerType
a.IfyouselectExchangeintheE-mailServerTypelistyoumustselectWindowsAuthenticationintheAuthenticationTypelist.
b.TypetheHTTP-DAVlocationoftheMicrosoftExchangeserverintheServeropentextbox.
Note:
YoushouldentertheurladdressthathastheHTTP-DAVenabled.OutlookWebAccess(OWA)endpointstypicallyhaveHTTP-DAVenabled.Typicallythislocationwillbeenteredashttps:
//ExchangeServerNameorhttps:
//ExchangeServerN.
Note:
IfExchangeisnotinstalledonthedefaultwebsiteandport,youmustincludetheportnumber.Forexamplehttps:
//ExchangeServerName:
8080
c.IntheAccessCredentialslist,selectthecredentialsthatwillbeusedtoaccesstheMicrosoftDynamicsCRMuser’smailbox.TheavailablecredentialsincludeLocalSystemAccount,UserSpecified,orOtherSpecified.
Note:
TheaccountyouspecifyrequiresfullaccesstotheMicrosoftCRMuser’sExchangemailbox.Youmustverifytherightsaresetcorrectlywithinthemailboxoftheaccount.Theuser’smailboxrightscanbechangedintheActiveDirectoryUsersandComputerstoolforMicrosoftExchange2003.ForMicrosoftExchange2007youmustusetheExchangeManagementShelltoolinordertochangepermissionsonthemailboxes.
d.IfyouselectUserSpecifiedintheAccessCredentialslist,eachusermustperformoneadditionalconfigurationsteptograntthee-mailrouteraccesstotheExchangemailbox.Todothis,followthesesteps:
UserconfigurationtoallowMicrosoftDynamicsCRMe-mailrouteraccesstomailbox
I.OpentheMicrosoftDynamicsCRMWebclient.
II.ClickToolsfromthemenu,andthenclickOptions.
III.ClicktheE-mailtab.
IV.MarkAllowE-mailRoutertousemycredentialstosendandreceivee-mailonmybehalf.
V.EnterthedomainandusernameintheUsernameopentextbox.
VI.Enterth
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