Microsoft Dynamics CRM 2011 Online doesn't come with the E-mail Router capability. By default it uses Microsoft Dynamics CRM for Outlook to send and receive CRM e-mails, which does work if you have the CRM for Outlook software installed and configured, and can keep Outlook open for sending and receiving CRM e-mails.
In our case, Air-X has chosen Microsoft Office 365 as their Business-IT platform. This includes a set of business productivity tools, including is Office Web Apps, Exchange Online, Lync Online, and SharePoint Online. So we can use Exchange Online plus CRM E-mail Router to support CRM e-mail messages.
Microsoft Dynamics CRM E-mail Router is a software component that creates an interface between Microsoft Dynamics CRM and Microsoft Exchange Server (2003, 2007, 2010, and Online) and an SMTP or POP3-compliant E-mail server. After the E-mail Router has been installed, it transfers e-mail messages to Microsoft Dynamics CRM, and sends outgoing e-mail...