CRM Queues & E-mail Router

CRM Online Deployment

Configuring the Email Router

February 28, 2011, by Bill Bonofiglo, Dynamics MCT

Abstract

Microsoft Dynamics CRM 4.0

All three Microsoft CRM deployments - On-Premise, Hosted On-Premise and CRM Online all require the E-mail router for Queues. The CRM E-mail router can be configured for both incoming and outgoing Queue email.

Configuring the E-mail router for outgoing email allows both a CRM User and Workflow to Reply to CRM Queue emails.

An Example CRM Online Deployment

Currently, I have two Queues configured in my demo CRM Online deployment. One for a Gmail account and one for a Comcast account. In the real world, a CRM deployment would use email addresses from a private domain, but it does not have to as this demo illustrates.

I have configured the E-mail router to send and receive using Comcast SMTP and POP3 servers. Please note it is important to configure the E-mail router to both send and receive. Workflow may automatically reply and this is very common.

CRM Online Email Router

The CRM Online version is a different download than the On-Premise version of the router. As many of you know, they are finicky beasts. However, let’s take out some of the mystery behind this critical piece of software for a CRM deployment.

The CRM E-mail router role is a middle man/middle women stand alone program that sniffs for, and handles, email routing for Microsoft Dynamics CRM. It is not mandatory a deployment uses it; however, it is required if you want to use CRM Queues.

In my Microsoft CRM deployment, I simply installed the E-mail router on my home office Windows XP Pro computer. Surprised? I am the only User; therefore, the demand is not high on resources. The point is even a modest dedicated box can go a long way routing CRM emails.

Incoming Queue Email

When receiving email from my Comcast account, for example, the E-mail router hangs out and listens to the corresponding Comcast account polling the mailbox on the Comcast server every 60 seconds. If a Customer sends an email to that address, the E-mail router grabs a copy, converts it to a CRM Email activity, and brings it into the CRM Queue. This conversion is key!

The incoming emails go through a metamorphosis from a plain old boring text email into a full blown CRM activity record with muscle and opens the door for all kinds of theatrics and possibilities including subjecting it to CRM Workflow.

Outgoing CRM Email

When sending email, the router polls CRM listening for an email record with the status of Pending Send and simply sends a copy of them to the Comcast SMTP server mailbox using the Queue email address for the "From" field.

CRM Email Router is a Bookie

In essence, the E-mail router simply brokers the deal and gets its’ meat hooks on every single email going into and out of the Queue. It's greedy.

Don't Leave a Human Out of CRM

Even though I have Workflow send an automatic reply (containing real contact information) I would still have a employee follow up with a hand written response. In fact, this is very typical. Workflow can send both the Customer and the CRM User emails. The Customer gets immediate gratification and the User gets a simple email tickler with only a Subject, for example, letting them know a new email is in the Queue.

Who can Benefit

Any Company using Microsoft CRM Queues will have to deploy the Email router.

How to Get This Solution

Assistance with the Email router for Microsoft CRM Online is part of our Microsoft CRM Consulting Services. Please contact Bill today using the Contact web page (top right tab).

Thank You

Bill Bonofiglo
Dynamics MCT / MCP / CIS Instructor