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Customer Engagement Apps (online) to Exchange Server

Applies to MS D365 for Customer Engagement apps version 9.x. With Dynamics 365 for Customer Engagement apps version 9.0, you can connect your Customer Engagement Apps (online) to Exchange Server (on-premises).

Prerequisites

  • Exchange Server

The following versions are supported: Exchange Server 2010 SP3, Exchange Server 2013 SP1, or Exchange Server 2016.

  • Authentication

During installation, Exchange configures Internet Information Services (IIS). To attach Customer Engagement Apps (online) to Exchange Server, Windows (NTLM) or Basic authentication must be allowed in Exchange Server.

When configuring Windows (NTLM) authentication, ensure Basic authentication is disabled on Exchange server.

  • ApplicationImpersonation role

You need to create and configure a service account with the ApplicationImpersonation role in Microsoft Exchange.

  • Secured connection

The connection between Customer Engagement apps and Exchange must be encrypted via TLS/SSL (HTTPS).

  • Exchange Web Services (EWS)

Connections to EWS must be permitted via the firewall. Often a reverse proxy is used for the exterior facing connection.

Customer Engagement Apps (online) to Exchange Server Process

1. Create an Email Server Profile

  • Go to Settings > Email Configuration > Email Server Profiles.
  • Click New > Exchange Server.
  • For an Exchange email server profile, specify the following details:
Fields Description
General
Name Specify a meaningful name for the profile.
Description Type a short description about the objective of the Customer Engagement Apps (online) to Exchange Server profile.
Auto Discover Server Location Click Yes (recommended), if you want to use the automatically discover service to determine the server location. If you set this to No, you must specify the email server location manually.
Incoming Server Location and Outgoing Server Location If you select No in Auto Discover Server Location, enter a URL for Incoming Server Location and Outgoing Server Location.
Credentials
Authenticate Using Impersonation Enter the credentials for the Exchange service account granted the ApplicationImpersonation role.
User Name Type the user name for the Exchange service account.
Password Type the password for the Exchange service account.
Advanced
Additional Settings
Process Email From Select a date and time. Email received after the date and time will be handled by server side synchronization for all mailboxes associated with this profile. If you set a value lower than the current date, the change will be applied to all the newly associated mailboxes and their earlier processed emails will be pulled.
Minimum Polling Intervals in Minutes Type the minimum polling interval, in minutes, for mailboxes that are associated with this email server profile. The polling interval decides how often server side synchronization polls your mailboxes for new email messages.
Maximum Concurrent Connections Type the maximum number of simultaneous connections that can be made by MS Customer Engagement apps to the respective email server per mailbox. Expand the value to permit more parallel calls to Exchange to enhance performance or reduce the value if there are errors on Exchange due to large number of calls from Dynamics 365 for Customer Engagement apps. The default value of this field is 10. The extreme number is considered per mailbox or per email server profile depending on whether the credentials are specified in a mailbox or email server profile.
Move Failed Emails to Undeliverable Folder To move the undelivered email to the Undeliverable folder, click Yes. If there is an error in tracking email messages in MS D365 Customer Engagement apps as email activities and if this option is set to Yes, the email message will be moved to the Undeliverable folder.
Email Notifications
Send an alert email to the owner of the email server profile reporting on major events If you want the email server profile owner to be notified when more than 50% of the mailboxes fail, choose Yes.
  • Click Save.
  • Click Test Connection and review the results. To diagnose issues, see the following section.
Troubleshooting the Exchange Server (Hybrid) Profile connection

If you’ve run Test Connection and have issues with the Customer Engagement Apps (online) to Exchange Server (Hybrid) profile connection, use the information in the Test Connection dialog box to diagnose and fix the connection.

In this case, there’s a problem with Auto Discover. The admin should review the user name and password used for Authentication Using Impersonation for the Exchange Server (Hybrid) profile.

2. Configure Default Email Processing and Synchronization

Set server-side synchronization to be the default configuration method.

  • Go to Settings > Email Configuration > Email Configuration Settings.
  • Set the processing and synchronization fields as follows:
    • Server Profile: The profile you created in the above section.
    • Incoming Email: Server-Side Synchronization or Email Router
    • Outgoing Email: Server-Side Synchronization or Email Router
    • Appointments, Contacts and Tasks: Server-Side Synchronization or Email Router

If you leave the Email processing form unapproved user and queues at the default values (checked), you will need to approve emails and queues for user mailboxes as directed below in Approve Email.

  • Click OK.

3. Configure Mailboxes

To set mailboxes to utilize the default profile, you must first set the Server Profile and the delivery method for email, appointments, contacts and tasks.

In addition to administrator permissions, you must have Read and Write privileges on the Mailbox entity to set the delivery method for the mailbox.

Select one of the following methods:

Set Mailboxes to the Default Profile
  • Go to Settings > Email Configuration > Mailboxes.
  • Choose Active Mailboxes.
  • Choose all the mailboxes that you want to associate with the Customer Engagement Apps (online) to Exchange Server profile you created, click Apply Default Email Settings, verify the settings, and then click OK.

By default, the mailbox configuration is tested and the mailboxes are enabled when you click OK.

Edit Mailboxes to Set the Profile and Delivery Methods
  • Go to Settings > Email Configuration > Mailboxes.
  • Choose Active Mailboxes.
  • Choose the mailboxes that you want to configure, and then click Edit.
  • In the Change Multiple Records form, under Synchronization Method, set Server Profile to the Exchange Server profile you created earlier.
  • Set Incoming and Outgoing Email to Server-Side Synchronization or Email Router.
  • Set Appointments, Contacts, and Tasks to Server-Side Synchronization.
  • Click Change.

4. Approve Email

You need to approve each user mailbox or queue before that mailbox can process email.

  • Go to Settings > Email Configuration > Mailboxes.
  • Click Active Mailboxes.
  • Choose the mailboxes that you want to approve and then choose More Commands () > Approve Email.
  • Click OK.

5. Test Configuration of Mailboxes

  • Go to Settings > Email Configuration > Mailboxes.
  • Click Active Mailboxes.
  • Choose the mailboxes you want to test and then click Test & Enable Mailboxes.

This tests the incoming and outgoing email configuration of the chosen mailboxes and permits them for email processing. If an error occurs in a mailbox, an alert is displayed on the Alerts wall of the mailbox and the profile owner.

Depending on the nature of the error, MS D365 for Customer Engagement apps tries to execute the email again after some time or disables the mailbox for email processing.

The result of the email configuration test is displayed in the Incoming Email Status, Contacts and Tasks Status, Outgoing Email Status and Appointments fields of a mailbox record. An alert is also created when the configuration is successfully completed for a mailbox. This alert is shown to the mailbox owner.

6. Test Email Configuration for all the Mailboxes Associated with an Email Server Profile

  • Go to Settings > Email Configuration > Email Server Profiles.
  • Select the profile you created and then choose Test and Enable Mailboxes.

When you test the email configuration, an asynchronous job executes in the background. It may take a few minutes for the test to be completed. Microsoft Dynamics 365 for Customer Engagement apps examines the email configuration of all the mailboxes associated with the Exchange Server profile.

For the mailboxes configured with server side synchronization for synchronizing appointments, tasks and contacts, it also examines to make sure they are configured properly. For more information on Connecting Dynamics 365 for Customer Engagement apps (online) to Exchange Server (on-premises), please contact us.

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