Home > CRM Online, E-mail Router > E-mail Router Configuration – CRM 2011 Online & Exchange Online

E-mail Router Configuration – CRM 2011 Online & Exchange Online

The CRM e-mail router is available for implementation with Exchange On-Premise, POP3 accounts, and Exchange Online.  In this article my focus is on implementing the E-mail Router with Exchange Online. 

For additional information regarding other available options and supporting resources, please see my article,

CRM Online E-mail Router – Yes We Do That!

So let’s get started.  To begin, you’ll want to ensure you understand the hardware / software requirements.  These were pulled directly from the E-mail Router Installation Guide:

  • Windows 7, Windows Server 2008

Next, you’ll want to consider a few configuration options and make decisions:

  • How do you want to handle Incoming mail for each user? 
  • How do you want to setup the Outgoing Mail Profile?

Incoming Mail Options

You have a couple of options regarding the Incoming Mail Profile; do you want to have the e-mail router handle both outgoing and incoming or do you want to use the Forward Mailbox for Incoming.  The benefit for using the Forward Mailbox is that you have only one point of failure to troubleshoot incoming mail issues, the Forward Mailbox.  If each user is configured to use the E-mail Router to manage incoming e-mail then you might have to troubleshoot issues at the Outlook user mailbox level.  The downside to this approach for some is it requires an additional mailbox setup for the Forward Mailbox and Rule Deployment to manage the forwarding mail process.  The upside is that it scales well as organizations grow.

Additionally, you’ll need to decide if you are going to setup one Incoming profile for each user or use one Incoming Profile for all.  The most common approach is to use one Incoming Profile for all users.  If that is the choice you make then the Access Credentials you choose to use for this profile must have full access to all user mailboxes.  If you choose to setup one Incoming Profile for each user then you will need to know the Exchange Online password for each user.

Outgoing Mail Options

The option you want to focus on for the Outgoing Mail Profile is do you want to use an Administrator level account for Access or setup each user account.  Generally, you’ll want to use an Administrator level account for Access rather than setting up individual Outgoing profiles.  An Administrator level account assumes full rights to all user’s mailboxes.  There will be some important items to pay close attention to when setting up this configuration to include a required call to Exchange Online support to complete a few configuration steps which I’ll highlight later in the article.

After you’ve identified the best configuration options for your organization and completed the preparation work required for the options you selected, you are ready to install the e-mail router.

E-mail Router Installation

One of the best resources I’ve found for a detailed guide on installing the E-mail Router for CRM Online and Exchange Online is the article written a few years ago on the Dynamics CRM Team Blog,

Configure Microsoft Dynamics CRM Online E-mail Router with Exchange Online

Although some of this will be a repeat of the above article, the following steps are from a ‘real-world’ installation, so here we go:

 

First, ensure your CRM users have been configured to use the E-mail Router. 

  • Go to CRM Online, select Settings, Administration, Users, select each User and update the E-mail Access Type Incoming and Outgoing fields under the Email Configuration section.
  • Also ensure  you’ve that you’ve selected the Approve E-mail button from the Ribbon.

UserImage

Now we are ready to install and test the E-mail Router

  • Download the CRM 2011 E-mail Router and run the installation package.  You can choose from a 32 or 64 bit package depending on your machine setup. 
  • Select to Install any prerequisites required

image

  • If you received the error message, the Microsoft Exchange Server MAPI subsystem is not installed on this system, please see this KB article for the fix

image

  • If you needed to apply the fix, select back once the fix is applied and select next.  If no errors were encountered, select finish if the installation completed successfully.  If the installation did not complete successfully, you need to resolve all error before proceeding.

image

  • Next you’ll go to Start Programs, Microsoft Dynamics CRM 2011 E-mail Router and open the Configuration Manager

image

  • Remaining on the Configuration Profile tab, we’ll create the Incoming and Outgoing profile.  You may not need both depending on how you plan to use the e-mail router.

Outgoing Profile

  • Enter a Profile Name, Select Outgoing for the Direction and Select Exchange Online from the E-mail Server Type
  • Enter the Exchange Online Web Server URL which can be found in the Configure Microsoft Dynamics CRM Online E-mail Router with Exchange Online article and documentation.
  • Select Other Specified for the Access Credential, select Administrator for the User Type and enter the credentials of an Exchange Online Administrator account
  • For Access Type, select the desired option.
    • Note: the difference between Delegate Access and Send as Permission is Delegate Access causes e-mail to display “Sent on behalf of (specified CRM User)” and Send as Permission causes the e-mail to appear as though it was sent directly by the CRM User
    • Note:from the documentation: “The Send As setting is currently not enabled by default for the Exchange Online Administrator. Please call Exchange Online Support to update the setting.  This may change with future releases”image

Incoming Profile

  • Enter a Profile Name, Select Incoming for the Direction and Select Exchange Online from the E-mail Server Type
  • Enter the Exchange Online Web Server URL which can be found in the Configure Microsoft Dynamics CRM Online E-mail Router with Exchange Online article and documentation.
  • Select Other Specified for the Access Credential, select Administrator for the User Type and enter the credentials of an Exchange Online Administrator account

IncomingProfile

Deployment Profile

  • Select the Deployments Tab and select the New button from the right navigation menu

image

  • Select Microsoft Dynamics CRM Online and replace <OrganizationName> with Your Unique Org name. 
    • You can find your CRM Online Unique Org Name by going to Settings, Customization, Developer Resources and copy the value found under the first entry, “Organization Unique Name”
    • Do not replace the first part of the URL “https://dev.CRM.dynamics.com/”  only replace this value <OrganizationName> with your unique organization name

image

OrgUniqueName

  • Enter the Live ID in the User Name and related password that is used by a CRM User with the System Administration role to login into CRM Online.  The user name should be in the same format as that used to log into CRM, crmuser@domain.com
  • Select the Incoming and Outgoing profile for each of the applicable Default configuration profiles

deploymentProfile

  • Select Ok and select the Publish button in the lower right-hand corner of the Window

Test the E-mail Router

  • Go to the Users, Queues and Forward Mailbox tab and select the Load Data tab.
  • If all configurations are correct to include passwords,  you should see a list of your CRM users when the action is completed.
  • Once the Users are loaded you can select the Test Access button from the right navigation menu

image

Forward Mailbox

If you plan to use the Forward Mailbox to manage incoming mail, select the Forward Mailbox tab and select the New button.  Enter a Name for the forward mailbox, enter the mailbox address for the forward mailbox and select Incoming. 

ForwardMailbox

  • If you choose to use a Forward mailbox, you’ll need to change each User record in CRM to Forward Mailbox for Incoming Configuration and Deploy the Forward Mailbox rule.

E-mail Router Service

In closing, the E-mail Router Service plays an important role in ensuring the everything works as expected.  Therefore, it is important that you set the logon for the E-mail Router service to a logon that has sufficient rights.  To do this, ensure that the user account that is running the E-mail Router Service is a member of the Active Directory directory service PrivUserGroup security group.

I hope you found this article helpful.

Cheers,

  1. October 25, 2011 at 7:36 AM

    This is a very helpful blog however Im a little unsure of one thing. You state the below for setting up a deployment.

    •Enter the Live ID in the User Name and related password that is used by a CRM User with the System Administration role to login into CRM Online. The user name should be in the same format as that used to log into CRM, crmuser@domain.com

    Does this user need to have the System Administration role? I have a client that has a specific user for all 3rd party integrations so I dont really want to give this user full control. Is there a minimum that this user will need?

    • October 25, 2011 at 8:32 AM

      Yes, the user will need to have the System Administrator role. I wouldn’t consider the e-mail router a 3rd party integration so I recommend either creating a special CRM user for this role with System Admin rights or if you don’t want to consume a license for that then use an existing use with the System Admin role.

  2. October 26, 2011 at 4:24 AM

    ok. Thanks

  3. April 18, 2012 at 1:31 AM

    Hi Donna. This post help me in the whole process of setting up an email router for online.

    In my specific case, i have a windows Hotmail id. So instead of exchange , i have used smtp and pop3 . The outgoing works well. While, incoming , gives me an error.

    I have given : pop3 , clear text, ssl checked, and the password for that Hotmail id, port 995.

    When ‘Test Access’ is done, its success for both incoming and outgoing. I have not configured any rule or any queue. It is pretty straight forward with just one user for my online trial account !

    On the event viewer , i see this error :

    ‘#26090 – An error occurred while opening mailbox igstest1@hotmail.com. Microsoft.Crm.Tools.Email.Providers.EmailException: An error occurred while executing POP3 command “STAT”. The server response was: “-ERR Exceeded the login limit for a 15 minute period. Reduce the frequency of requests to the POP3 server.”.
    at Microsoft.Crm.Tools.Email.Providers.Pop3Client.ValidateLine(String receivedLine, String command, Boolean hideCommand)
    at Microsoft.Crm.Tools.Email.Providers.Pop3Client.ReadDataWithEncoding(StreamReader streamReader, String command, Boolean singleCommand, Boolean skipValidation, Boolean hideCommand)
    at Microsoft.Crm.Tools.Email.Providers.Pop3Client.ReceiveData(String command, Boolean singleCommand, Boolean skipValidation, Boolean hideCommand, String& encodingCharset)
    at Microsoft.Crm.Tools.Email.Providers.Pop3Client.RetrieveMessageCount()
    at Microsoft.Crm.Tools.Email.Providers.Pop3PollingMailboxProvider.OpenMailbox()
    at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.Run()’

    Wherever i search , all of them covers exchange online ! Please help for a pop3 (Hotmail specifically) incoming !

    If you could point out where i am going wrong, it would be great!

    Thanks in advance !

    • April 19, 2012 at 10:48 AM

      I’m wondering if you are testing access to frequently or if when you test access it hits the mail server to many times and exceeds the 15 minute rule. I haven’t discovered a resolution for this.

      You can check the information listed under Steps for POP3 E-mail Server Type in the Deployment Scenarios document to ensure you have everything setup for your scenario correctly http://www.microsoft.com/download/en/details.aspx?id=21445
      Be sure to download the 2011 version. It is challenging for me to say exactly what is going wrong with your setup without looking at your environment as there are potentially many points of failure. I hope the information in the guide helps.

  4. April 20, 2012 at 6:45 AM

    Whatever is said in the documents have been followed ! No luck !

  5. April 20, 2012 at 7:51 AM

    If you are not able to get past the error then I suggest opening a ticket with Microsoft Support.

  6. Farino
    May 3, 2012 at 3:59 PM

    Hello Donna,
    I have deployed CRM 2011 successfully in our organisation. But i have a problem with deployment rule wizard forward mailbox option to work, this option does not work. It keeps generating error message Failed to connect to default store. but when i changed all the CRM Users records to Email Access type Incoming = Email router, and Users records to Email Access type Outgoing = Email router, the syncronization between Exchange Server and CRM Application works. the issue here is that i want the Forward mail box option to work,. what do i need to do to successfully deploy the forwardmailbox rule deployment to users mailboxes.

    • May 4, 2012 at 9:15 AM

      Have you set up and tested the Forward Mailbox in the E-mail Router Configuration Manager?

      • Farino
        May 4, 2012 at 1:00 PM

        Yes. The Forward Mailbox has been set up and tested in the Email Router Configuration Manager. The test was successful. The results of the test are stated below.
        Name : Forward Mailbox rule name
        Incoming Status : Succeded

        Server: SeverName
        Outgoing Status : Succeded

  7. August 7, 2012 at 12:15 AM

    Hello Donna, thank you very much for dedicating some of your time to help us better understand CRM 2011. I have a question, hope you can help me. I have a client who has users with different mail domains, for example, @bigcompany.com, @hotmail.com, @gmail.com, we want to properly configure email router to send and receive mails in CRM. It’s possible to configure one email router with a @bigcompany account to send and receive mails in CRM to the other mails accounts?:

    main email router mail account: marketing@bigcompany.com
    Users mail accounts: usermail1@bigcompany.com
    usermail2@hotmail.com
    usermail3@gmail.com

    Thank you very much in advance.

    • August 16, 2012 at 4:48 PM

      You should be able to setup an incoming profile and possibly outgoing profile for each of the mail accounts and then associate the respective profiles with each of the users. Having said that, you might want to consider simplifying this by having each user just use Outlook as the Incoming and Outgoing profile.

  8. October 29, 2012 at 7:22 PM

    This is what I see when I test the config:
    Incoming Status: Failure – The credentials to access the mailbox to send and receive e-mail are not specified in the Microsoft Dynamics CRM user record for the user: ____

    where are the credential specified?

    • October 29, 2012 at 8:33 PM

      I suspect your Incoming Profile or Deployment Profile is not setup correctly. See other response.

  9. October 29, 2012 at 7:24 PM

    Forgot to mention that I have CRM2011, Exchange2010, and Email router,
    when I hit the test button:
    Incoming Status: Failure – The credentials to access the mailbox to send and receive e-mail are not specified in the Microsoft Dynamics CRM user record for the user: email addresss here…

    The user config dialogs in CRM2011 do not have a place for auth info.

    • October 29, 2012 at 8:32 PM

      Can you tell me the settings you have for your Incoming, Outgoing, and Deployment Profiles. Also, what settings are you using for the CRM User Incoming and Outgoing options (Outlook, Email Router or Forward Mailbox).

      • Biff Martin
        October 31, 2012 at 6:18 AM

        Thanks for you assistance in this matter. Sure appreciate it.
        I have configured my CRM2011 email router to use “user specified credentials” for outgoing smtp mail. for this one user. In the Windows Application Log I am now seeing this message:

        My user’s email is jdoe@suchandsuch.net, which is hosted on an inhouse exchange 2010.

        #26090 – An error occurred while opening mailbox jdoe@suchandsuch.net. Microsoft.Crm.Tools.Email.Providers.EmailException: The credentials to access the mailbox to send and receive e-mail are not specified in the Microsoft Dynamics CRM user record for the user: jdoe@suchandsuch.net
        at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.OpenMailbox()
        at Microsoft.Crm.Tools.Email.Providers.ExchangePollingMailboxProvider.OpenMailbox()
        at Microsoft.Crm.Tools.Email.Providers.CrmPollingMailboxProvider.Run()

        I created an Outgoing email profile that uses Anonymous authentification, to connect to an SMTP relay service that I setup on my exchange server. This special SMTP relay is wide open, on port 25, so that devices that can’t authenticate like scanners and copiers can send email.

        When I logon to CRM as that user jdoe, I open his user preferences and there is no place where I can specify email logon credentials. I seem to recall that there was a hack to enable these fields in CRM4.

        Your other posting contain a link describing this fix. Can you describe how to add the user auth fields to CRM2011 user accounts?

      • December 12, 2012 at 8:56 AM

        You’ll want to login to CRM as the user, select File, Options and the E-mail tab. There should be a checkbox at the top that states something like Allow the Email Router to use my credentials or something like that. Ensure the User record under Settings, Administration, Users is configured to use the Email Router for the Outgoing profile.

  10. Biff Martin
    October 31, 2012 at 6:24 AM

    By the way forgot to mention I configured my user jdoe to use “Email Router”

  11. Biff Martin
    October 31, 2012 at 6:42 AM

    In CRM2011, I logon as that user, goto File, then Options to “set Personal Options”, then look at the Email tab.
    There is a checkbox entitled “Allow Email Router to Use my Credentials to send email on my behalf”
    Sadly, this box is greyed out, cannot be enabled. How do you enable it?

    • October 31, 2012 at 7:51 AM

      Ensure the user that you are loggin in as has sufficient rights to make that change. Adjust the user’s security role.

      • November 1, 2012 at 7:15 AM

        I have tweaked all security settings for this user, have added him to all the highest roles, and have granted all priviledges. Just as I suspected, I had to perform a sneaky backdoor hack to enable this box. I found this Microsoft KB article: http://support.microsoft.com/kb/2667140

        Summary:
        Locate the following path on th CRM server : HKEY_Local_Machine\Software\Microsoft\MSCRM
        Please check the value of the registry key “DisableSecureDecryptionKey”. If this registry key is present, set its value to 1. (If the key is not present or set to 0, calls from the E-mail Router to the Microsoft Dynamics CRM Server 2011 are made using HTTPS.) Setting the value of this key to 1 allows the E-mail Router to obtain information from the CRM database over the HTTP protocol.

        It’s another hack to allow CRM server to talk HTTP instead of HTTPS. .

  12. November 1, 2012 at 9:20 AM

    I don’t consider a supported change like adjusting a registry key a ‘hack’. In all of the email router installations I’ve done, I guess I’ve been fortunate in that I’ve never had a need to implement this change to get things to work. However, maybe it is because I never use the setting you are referencing. I always setup the Email Router with an Incoming, Outgoing and Deployment Profile and therefore never need to have individual users set credentials to Allow the Router to Send Email…….

    Glad to hear you have a solution.

    Cheers

  1. October 13, 2011 at 3:17 PM
  2. April 19, 2012 at 1:42 PM
  3. April 19, 2012 at 2:31 PM
  4. November 19, 2012 at 7:47 AM
  5. May 24, 2013 at 6:52 AM

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