Class C Email Conversion - Frequently Ask Questions
1. Why are we changing the Email system?
The Class C Email conversion is the first step in a companywide process that will move every
user’s email to the Cloud. The conversion of MSC will start after the Class C conversion and will
take several months. Once complete, everyone will be on one platform with access to email
from anywhere on the Internet.
2. When will this change happen?
The Class C Email conversion will take place over the weekend of October 4/5 and the new
system will be available as of Monday October 6th. Email will be unavailable starting October 3rd
after 7pm EDT.
3. What do I have to do to make sure my email continues to work?
Instructions will be emailed the week of 9/29 and will arrive during the same week in the mail at
your home address for field associates and at your corporate location for corporate associates.
Corporate locations are: Davidson, Independence, Chicago, Dallas, Shelbyville, Tyrone (GA),
Mississauga, Edmonton and Moncton. You should make sure that you either print out the
instructions provided via email or you save the instructions that were mailed to you. Have them
available on October 6th (Day 1) so you can complete the instructions and access your email.
4. What if I can’t complete the set-up instructions by October 6th?
Not a problem! Complete them as soon as possible to prevent disruptions in email
communication. If you have a company issued mobile device or have enrolled a personal device
in MSC’s Bring Your Own Device (BYOD), you will be able to access your email on October 6th
without disruption. While there is no hard deadline to set up email on your PC, you should set it
up at your earliest convenience.
5. Can I complete the set-up instructions before October 6th?
Unfortunately, no. The Email conversion process scheduled for the weekend of October 4/5
must be completed by the IT Team before you can complete the set up instructions.
6. Which set-up instructions should I follow?
If you have a company provided computer, follow the instructions for Outlook Client. If you
access email from a private computer or a public Internet connection, follow the instructions for
Outlook Web Access (OWA). If you also have a BOB device, complete those instructions as well.
7. How long will this set-up process take?
For associates with a company provided computer or those working in a corporate location, plan
on 1.5 hours to complete the Outlook Client set-up. The effort on your part to follow the steps
should take approximately 15 minutes. Most of the time will be for the system to restore your
current email to the new system. For Outlook Web Access or BOB Device, set-up is less than 10
minutes.
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Class C Email Conversion - Frequently Ask Questions
8. What should I do if I have a company provided computer but I work in the field?
First, you must log onto your VPN connection, then follow the instructions for Outlook client. If
you are at one of our locations, you do not need to log onto VPN. Complete the Outlook Web
Access instructions as well so you can access your email when you are away from the VPN
connection.
9. What should I do if I work in a corporate location?
Simply follow the instructions for Outlook Client.
10. Why are you sending me the instructions in an email and then sending the printed instructions
again to my home address or corporate location?
It may seem like duplication but we want to make sure you have every opportunity to have the
instructions available on October 6th.
11. Will the instructions also be in French and Spanish?
Yes, associates located in Canada will receive both English and French versions. Associates in
Puerto Rico will receive instructions in English and Spanish.
12. The instructions ask me for my username. Where do I get that?
Your MSC username is provided in the instructions that have been sent to you. Look for the
section marked ‘IMPORTANT’. In the mailed instructions, this section is location on the back
page of the cover letter. In the emailed instructions, it is located in the body of the email, not
the document attachments.
13. I never received the set up Instructions? What do I do?
If you don’t have the set up instructions:
a. For Sales associates, contact your manager. Your manager will be able to point you to
where you can find the instructions and provide you with user name information.
b. If you are in a corporate location, contact your Email Conversion Day 1 Champion. One
has been assigned to each location and will be able to assist you.
Location
Champion
Location
Champion
Atlanta
Mike Clem
Dallas
Andy Reames
Chicago
Jacob Little
Twinsburg
Rebecca Filppi
Shelbyville
Dave Herring
Appleton
Andrew Bartels
Davidson
Violet Garrett
Maumee
Chris Nusbaum
Davidson
Bill Small
Beamsville
Sean Carney
Davidson
Sherry Stevenson
Edmonton
Sean Wiebe
Davidson
Tom Pidgeon
Mississauga
Sandra Ruiz
Independence
Michelle Hauck
Moncton
Tom Miller
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Class C Email Conversion - Frequently Ask Questions
14. I tried to complete the instructions and failed. Now what?
First contact your manager or champion as indicated in the previous question (#13). Confirm
you are following the correct instructions and are using the correct user name information. If
this is the case, contact the MSC IT Help Desk at 1-800-284-4787 for help with technical support.
15. I have the instructions but I lost my user name information. Who should I go to for that?
Contact your manager or champion as indicated in Question #13. They will have a list of
everyone’s user name information.
16. What is the RSA Keyfob for?
The RSA Keyfob is a security token. It generates a six digit number that must be entered at signin when using Outlook Web Access (OWA) at the same time you enter your username and
password. The RSA Keyfob is unique to each associate assigned and it is important that you keep
it with you at all times when you require access. The six digit code is generated for 60 seconds
and then replaced with another six digit code. Be sure to log on with the currently displayed
security code.
17. Will I have to enter in the RSA security code every time I access Outlook Web Access (OWA)?
YES. An RSA KeyFob generated security code must be entered in every time you access email. If
you sign out and sign in again, you will need to enter the code currently displayed on the
Keyfob. This is not a one-time event. Please do not lose the RSA Keyfob!
18. I never received a RSA Keyfob. What do I do?
If you have a company provided mobile device or enrolled your personal phone in MSC’s “Bring
Your Own Device” (BYOD) program, confirm you added the RSA Softkey app to your device. If
you have, you can use the number generated in the App instead of the Keyfob to sign onto
email. In this case, you do not need the Keyfob. If you don’t have a company provided mobile
device or have not enrolled your personal phone in MSC’s BYOD program, the RSA Keyfob is
required for access to email via Outlook Web Access (OWA). If you don’t have one, contact the
IT Help Desk at 1-800-284-4787 to request one.
19. Why did I get both an RSA Keyfob and the RSA Softkey App?
A small number of associates got both. Either one can be used and they do not cancel each
other out if used interchangeably. Please return the Keyfob if you use the Softkey App.
20. What happens if I lose the RSA Keyfob?
The RSA Keyfob is required for access to email via Outlook Web Access (OWA). If you lose it,
contact the IT Help Desk at 1-800-284-4787 and request assistance in getting a replacement.
You will be issued a temporary code until your new Keyfob arrives.
21. I read my email on my BOB Device. Will that still work?
YES! However, you must first complete a short 5 minute setup process. Instructions for this
process have been sent to you. Complete these instructions on Day 1 or as soon as possible in
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Class C Email Conversion - Frequently Ask Questions
order to gain access to email.
22. I read my email on my iPhone or my iPad? Will they still work?
YES! If you have a company issued iPhone or iPad or have enrolled your personal device in
MSC’s Bring Your Own Device (BYOD) program, your email will be available on your device as it
is today. No Setup process will be required.
23. I read my email on a laptop computer that the company has given me. Will that still work?
YES! However, you must complete a one-time setup on October 6th or when you return to a
corporate location or VPN connection. You must be logged into the network either at a
corporate location or via VPN.
24. I read my email in Outlook on my privately owned computer. Will that still work?
NO, this will change. Due to MSC IT Security Policy, as of October 6th, you will no longer be able
to access email on a privately owned PC (or any computer not provided by the company) using
Outlook software. You must use Outlook Web Access (OWA) entering your username, password
and the six digit code generated on your RSA Keyfob or RSA Softkey App on your company
issued mobile phone or BYOD enrolled personal phone to access email.
25. I work in a corporate location but will be traveling for business on October 6th with my
company issued laptop. How do I get set up?
Outlook Client can be set up on your company issued laptop as long as you have access to the
network via VPN. If you are unable to complete this process remotely or are away from a
broadband connection, contact the MSC IT Help Desk, 1-800-284-4787 for assistance.
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