Frequently Asked Questions
Q. Why is this upgrade happening?
 It will provide much better functionality than exists currently in Outlook 2010
 It will provide a much better ‘WebMail’ interface giving you a better user experience
that the current remote access version
 To help improve communications between campuses, partners, students and staff.
 At the end of the project, mail will not be archived until it is six months old.
Currently, mail is archived after two months.
 Increase our mail and archive storage capacity by 50%
 Reduce costs of storage.
 Provide support for Apple products and non-Microsoft browsers e.g. Safari and
Firefox
 Improve performance
 Improve resilience – live copies of our mail will be held in both Cambridge and
Chelmsford
Q. What will change?
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There will be some changes to the appearance of your staff email account and some
new features, but you will maintain all your current mail, functions and folders;
There will be a better webmail interface when accessing your mail remotely and a
new URL for accessing your mail;
Outlook 2010 is markedly different to our current staff email service with a number
of new functionalities. We will also be introducing a new suite of online
communications and collaborative working tools as part of Outlook 2010 training.
Therefore, all staff should attend the cascade sessions from Super Users. This will
ensure consistency of approach and that staff make best use of the communications
tools available to them.
Q. What training will I receive?
 We are currently arranging for Ixion our external trainer to provide training to all
nominated Super-Users during late June and July. ISMS have block-booked training
rooms in Chelmsford and Cambridge for this purpose and the wider cascade training
from Super-Users to staff.
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Super-Users will then cascade the training to all staff in your service area in
accordance with the training plan.
Q. How will I know the dates for my training?
 You will be contacted by your Training Co-ordinator who will:
a) Confirm whether the dates proposed by Ixion to train the Super Users in each
Faculty/Service, are suitable. (There is a list of your super users and Co-Coordinators
and a list of dates in the training plan on the project website).
b) Advise when your Faculty / Service Super Users will cascade their training to staff,
who will attend from your Faculty / Service and in which of the pre-booked training
rooms.
c) Maintain a list of staff who have attended the training; collect and return their
feedback to ISMS.
d) Communicate with you to confirm training dates and times with Faculty/Service
staff and also liaise with their Super User (s).
Q. What other training is available?

Computer-based online training will also be available to complement the cascade
training from Super Users. While we do not advise this as a substitute for the
cascade training, it can be offered to those staff who cannot make the agreed
training dates. It is important that you attend the cascade training but also have
access to the computer based training along with the handouts that will be supplied
by Ixion.
Q. What if I am unable to attend the allocated training slots?

Computer-based online training will also be available to complement the cascade
training from Super Users. Alternatively there are quick reference guides available in
both printed format and on the project website. Plus you can contact your Super
User for an overview. Ixion will also be providing a floor-walking service following
the cascade training.
Q. When will I receive the new Outlook 2010 software?
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ISMS will migrate all existing emails from our current email system to the new email
system (Exchange 2010) after completion of the pilot in ISMS.
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Staff who have completed the training can either manually install Outlook 2010 from
the list of advertised programmes or alternatively ISMS will install Outlook 2010
automatically on the last day of the allotted training for each respective
faculty/service. Further information and instructions will be available to all staff.
Q. Will I lose any mail when my mailbox is migrated?
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No.
Q. Will I still be able to carry across other mailboxes once migrated?
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Yes.
Q. Will I still be able to view other Calendars in Exchange 2003 once migrated to
Exchange 2010?
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Yes.
Q. I am a Mac user, will Enterprise Vault user work with a Mac?
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Evault in Outlook Web Access only works in Internet Explorer not any other browser.
This is a known Issue with the supplier Symantec. This will affect Macs, Firefox and
Safari who will not be able to use the Vault. This is no different from the existing
Exchange 2003 environment.
Q. What do I need to do once my mailbox has been migrated from Exchange 2003 to
Exchange 2010?
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If you are the user of a mobile device such as an ipad, iphone, HTC, or any other
type of smartphone that synchronises email with Exchange, you must change your
webmail address from owa.anglia.ac.uk to webmail.anglia.ac.uk. Please contact
Customer Support team on ext 4357.
You will also need to use the new address webmail.anglia.ac.uk for accessing your
email via web access as soon as your mailbox has been migrated.
Q. Why is Outlook synchronising suggested contacts with my actual contacts and how do I
switch off this feature? (I sync my phone Contacts list with the office Exchange server).

You can switch this off by following the screen shots below.
Access the File tab and then the Options on the left
Then the Contacts group and uncheck the “Automatically create Outlook contacts for
recipients that do not belong to an Outlook Address Book”. After that, just delete all
the harvested contacts in the Suggested Contacts folder and your iPhone will
automatically update with just the contacts you’ve added.
Q. Why is the webmail address changing?
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The reason why the address has to change is because of the fact that mailboxes are
moving to new server environment and the new URL differentiates the old 2003
infrastructure to the new Exchange 2010 infrastructure.
Using Outlook at Home
Q. How do I switch off ‘conversation view’ when using webmail from home?
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The default setting for webmail is with ‘conversation view’ enabled. To turn this
setting off, click 'View' [above the search box] and then unclick 'use conversations’
Q. When reviewing an e-mail with a document attached, is it possible to amend the
document within the e-mail without the need to save and re-attach?
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You can do this by forwarding the email, amending the document and sending it to
the person/people that sent it to you. That way you don’t have to save it.
Q. How do I ensure that my out of office replies are turned off when I return to the
office?
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You can select the automatic replies to only be sent out during a specified time
range. After this time range expires automatic replies will not be sent. Go to File
tab/Automatic Replies.
Q. I find Outlook 2010 busy; too much information is displayed. How do I make it look
simpler?
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Microsoft have added the ribbon to the end of Outlook 2010 which is designed to
provide quick access to the functions needed. You can minimize the ‘to do’ bar by
clicking on the arrows on the top right of the screen. You can also minimize the
Navigation Pane by clicking on the little arrow on the top right of the screen.
Microsoft Office Communicator FAQ’s
Q. What is OCS?

Microsoft Office Communicator [OCS] provides functionality for Instant Messaging
[IM] (text chat), Presence information, desktop sharing, voice and video
conferencing and file transfer facilities. The OCS client software is available for both
PC and MAC.
Q. Can Anglia students use OCS to communicate with ARU staff?
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Yes: Students using Live@edu are able to use IM, desktop sharing and presence
functionality using the Messenger component within Live@EDU.
Q. Can external contacts use OCS to communicate with ARU staff?
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Yes. External contacts are able to use full OCS functionality provided an OCS client is
installed on their PC. If the OCS service is hosted by an external organisation, ARU is
required to register this external organisation as a ‘federated’ partner’. If this is
required, please check with ISMS customer support on ext 4357
Q, Can ARU staff using OCS communicate with external contacts using other public instant
messenging services?
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Yes. External contacts using a public instant messaging services, MSN (Hotmail,
Gmail etc),Yahoo, AOL can use IM, presence and desktop sharing. Currently, ARU
only provides integration with MSN (Hotmail). Skype is not currently integrated with
any of the public instant messaging services.
Q. What is Live Meeting?
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The Live Meeting component of OCS provides an expanded set of structured
collaboration tools including presentations, application sharing, whiteboards, Q&A
in addition to the standard OCS features. The Live Meeting client software is
available to all external contacts via a free download from Microsoft. The Live
Meeting client is currently available for PC.
Q. It would be good to find out more about the use of OCS via video meetings.

Please contact IT Services Customer Support on Ext 4357.