Microsoft KB Archive/942242

= Frequently asked questions about how to implement Microsoft Dynamics CRM-Exchange E-mail Router to integrate e-mail functionality with Microsoft Dynamics CRM 3.0 =

Article ID: 942242

Article Last Modified on 9/17/2007

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APPLIES TO


 * Microsoft Dynamics CRM 3.0

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INTRODUCTION
This article contains answers to frequently asked questions about how to implement Microsoft Dynamics CRM-Exchange E-mail Router to integrate e-mail functionality with Microsoft Dynamics CRM 3.0.



MORE INFORMATION
Q1: What is Exchange E-Mail Router?

A1: Exchange E-Mail Router is a software component that creates an interface between a Microsoft Exchange organization and a Microsoft Dynamics CRM 3.0 system. Exchange E-mail Router routes qualified e-mail messages to the Microsoft Dynamics CRM system. Exchange E-mail Router uses rules that are applied by the Microsoft Dynamics CRM E-mail Rule Deployment wizard to determine which e-mail messages to route. When Exchange E-mail Router routes e-mail messages, e-mail activity records are automatically created in Microsoft Dynamics CRM 3.0.

For more information about how to integrate e-mail functionality with Microsoft Dynamics CRM, visit the following Microsoft Web site:

http://technet.microsoft.com/en-us/library/bb676832.aspx

Q2: What is an example of an Exchange E-mail Router process?

A2: A Microsoft Dynamics CRM 3.0 user logs on to a Microsoft Dynamics CRM system such as the Microsoft Dynamics CRM Web client or the Microsoft Dynamics CRM 3.0 client for Microsoft Office Outlook. The user creates an e-mail message activity. Then, the user sends the e-mail message to an account or to a contact who has a valid e-mail address. When the account or the contact sends a reply e-mail message to the original e-mail message, the reply e-mail message is received by the server that is running Microsoft Exchange Server. Then, Exchange E-mail Router routes the reply e-mail message from the user's Exchange mailbox to the Microsoft Dynamics CRM system as an activity. Finally, this activity is managed by the Microsoft Dynamics CRM 3.0 Web client or by the Microsoft Dynamics CRM 3.0 client for Outlook.

Q3: Do I have to have Exchange installed in my Active Directory directory service domain?

A3: You do not have to have Exchange installed to send e-mail messages from the Microsoft Dynamics CRM 3.0 Web client. Exchange E-Mail Router deploys mailbox rules that are used to route the e-mail messages to the appropriate Microsoft Dynamics CRM users. Incoming e-mail messages are created in the Microsoft Dynamics CRM application as e-mail activities.

Q4: Where can I install Exchange E-mail Router?

A4: You can install Exchange E-mail Router on servers that are running Microsoft Exchange 2000 Server or Microsoft Exchange Server 2003. Exchange E-mail Router does not provide support for Microsoft Exchange Server 5.5.

Q5: Do the mailboxes that I create have to be associated with Exchange E-Mail Router?

A5: Yes. You have to create the mailboxes in the same domain to which the Exchange organization belongs. However, the users do not have to have an associated Microsoft Dynamics CRM security role.

Q6: What are the components of Exchange E-mail Router?

A6: The two main components of Exchange E-mail Router are the E-Mail Rule Deployment wizard and the Microsoft Dynamics CRM-Exchange E-Mail Router service. They function as follows:
 * The E-Mail Rule Deployment wizard deploys the Microsoft Dynamics CRM user mailbox rules.
 * The Microsoft Dynamics CRM-Exchange E-Mail Router service is a background service that processes the e-mail message activities that are created in Microsoft Dynamics CRM 3.0.

Q7: Can Exchange E-mail Router be installed on a server that is running Microsoft Exchange Server 2007?

A7: Exchange E-Mail Router cannot run on a server that is running Microsoft Exchange Server 2007. However, Exchange E-Mail Router can process e-mail messages that are forwarded by Exchange 2007 mailboxes. You can install Exchange E-Mail Router on a server that is running Exchange 2003 and that is part of an Exchange 2007 organization. You must install an update if you want to forward Microsoft Dynamics CRM 3.0 e-mail messages to mailboxes that are located on servers that are running Exchange 2007.

For more information about the Microsoft Dynamics CRM 3.0 Exchange E-mail Router update, visit the following Microsoft Web site:

http://www.microsoft.com/downloads/details.aspx?FamilyID=F7656F0F-4195-4A7D-B654-2786787E1422

Q8: Can Exchange E-mail Router be installed in an Exchange cluster environment?

A8: Yes. However, you must install Exchange E-mail Router in each Exchange node that is part of an Exchange single-instance cluster environment. Additionally, you must specify a Microsoft Dynamics CRM mailbox that is located on the virtual server that is running Exchange.

For more information about how to install Microsoft Dynamics CRM 3.0 Server in an Exchange cluster environment, visit the following Microsoft Web site:

http://www.microsoft.com/dynamics/crm/using/deploy/clusteringexchangeservers.mspx

Q9: What is a tracking token?

A9: A tracking token is a unique identifier that is composed of an alphanumeric string. A tracking token is attached to the subject line of outgoing e-mail messages that are sent from the Microsoft Dynamics CRM 3.0 Web client or from the Microsoft Dynamics CRM 3.0 client for Outlook. When the server that is running Exchange receives a reply e-mail message that has a tracking token attached to the subject line, Exchange E-mail Router routes the e-mail message to Microsoft Dynamics CRM 3.0.

Q10: How can I measure the performance of Exchange E-Mail Router?

A10: You can use MSCRMExRouterService Performance Objects in Performance Monitor to monitor servers on which Exchange E-Mail Router is installed. MSCRMExRouterService Performance Objects measures the performance of the following objects:
 * Mailbox logons
 * Messages delivered
 * Messages discarded
 * Messages failed
 * Messages processed
 * Messages processed/sec
 * Messages suspect

Q11: How can Exchange E-mail Router be part of my backup plan?

A11: If the server that is running Exchange E-mail Router fails, you must reinstall Exchange E-mail Router after the server is recovered. Otherwise, Exchange E-mail Router cannot track Microsoft Dynamics CRM e-mail messages that are sent to the Exchange organization

Q12: If I have to restore the Exchange database, do I have to re-create the mailbox rules for the users?

A12: No. The mailbox rules are stored on the server that is running Exchange. When you restore the Exchange database, the mailbox rules are also restored.

