CRM Email Router Required to Send Email from Microsoft CRM Web Client

Sometimes you learn that everything you know is wrong. I recently had that experience in a discussion about the Microsoft CRM email router.

In Microsoft CRM 3.0, the E-Mail router (formerly called the Exchange Router) had the job of routing in-coming Exchange emails with a tracking token to the CRM mailbox, where they were tracked in CRM.

With 4.0, the E-Mail router works quite differently. It now is called the E-mail router because it not only works with Exchange, it also works with POP3, but also SMTP for outbound e-mail. That last part is the part I had to unlearn.

Microsoft CRM 3.0 web client would send outgoing emails directly via SMTP. With 4.0, outgoing E-mail also utilizes SMTP; however, the E-mail Router is now required to send email from the Web client. If you don't have the E-mail Router installed and you try to send e-mails from the web client, they won't go anywhere.

The flip side is if you are using the Outlook client, you do not have to use the E-mail Router, as CRM 4.0 for Outlook can now monitor and track emails without forwarding rules or the router. There are reasons why you would still want to use the E-mail Router if your users are using the Outlook client, if you want to centrally manage it, if you have multiple organizations, or if you use email enabled queues.

A great in-depth explanation of the pros and cons of each approach can be found on the Microsoft Dynamics CRM Team Blog.

 

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