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Q: I have questions that are not answered in this FAQ – what should I do?
A: Please use the online support section, if this does not resolve your question our Technical support will be happy to help
Q: How can I contact Technical Support?
A: blueyonder workwise Technical Support can be contacted on support@byworkwise.com and by phone on 0800 953 1001. Support is 24 hours a day 7 days a week
Q: Is there a specialist team devoted to the MSE service?
A: In fact we have two teams within our Support Centre who deal with MSE customers. The MSE Setup Team will guide you through the initial set-up of the service. The MSE Support team will deal with queries that arise after you are set-up. Both are contactable through the Technical Support line above.
Q: What will Support need to know about me?
A: In order for Support to deal with your query promptly it is helpful for you to have your Telewest Username and Account number to hand. If you are having a problem with your MSE licence it may be necessary for Support to login to your licence. In this case they will require your Username and Password or permission to reset your password whilst they resolve your query.
Q: What are the requirements for setting up hosted outlook?
A: You will need to have a stable Internet connection (preferably broadband). As well as having the connectivity, we need to either register you a domain name or transfer an existing domain in. When the MSE licences have been set you will be given a username and password to https://manage.byworkwise.com where the necessary software downloads are available to connect you to the exchange service. Our MSE Setup team will guide you through the whole process.
Q: What Internet connectivity can I use?
A: We recommend that you use a blueyonder workwise broadband connection (512K or more) in your office. However, you are able to connect to the service with a connection from any provider and at any speed of 56 K or more.
Q: What are the benefits of connecting to MSE with a broadband connection?
A: If you are connected on a broadband connection you will receive notification of incoming e-mail as it arrives on the service (assuming you have Outlook open). You will also be able to send and receive very large documents and e-mails.
Q:Can I use an Apple Mac or a PC?
A: Both the Apple Mac and the PC can be used for the Service, although the set-up of the Exchange Service may change depending on the operating system.
Q: Can I use Outlook Express?
A: Unfortunately Outlook Express is not configurable to run an Exchange Service. The following software may be used to connect to the service.
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• Microsoft Outlook 2000 (from Office 2000 bundle)
• Microsoft Outlook 2002 (from Office XP bundle)
• Microsoft Outlook 2001 for Macs |
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We provide Microsoft Outlook 2002 for download from the self-care website for MSE customers. Outlook 2001 is available from www.mactopia.com at no charge.
Q: How do I transfer my domain name?
A: We will send you a domain transfer form, this will need to be sent to the current holder of the domain name who will action the transfer. When the domain has transferred into blueyonder workwise then the hosted exchange service can be set-up.
Usually your ISP will require a fax to be sent to them on your headed notepaper to confirm identity. You should confirm their policies on domain transfer before requesting that they transfer a domain name to us.
Q: What happens if I don’t want to transfer a domain to blueyonder workwise?
A: You will need to contact the company who currently holds the domain name and get the MX and A Name record changed to point to our Exchange servers. These details need to be:
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Mx record = mail.yourdomainname.co.uk
A record = 217.28.130.40 |
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Please ensure that you have confirmed set-up with our Technical Support before making any changes to your domain.
Q: I am currently running an Exchange Server; can I also set up an exchange service with blueyonder workwise?
A: By using the Exchange Client Configuration tool and setting Outlook to prompt for a profile then you will be able to use Hosted Microsoft Exchange in conjunction with your internal exchange server.
Q: How do I configure my PC/Apple MAC to the exchange service?
A: For PC users we provide the ‘Exchange Client Configuration Tool’. This tool will configure your PC to connect to the Exchange service. The Apple MAC will have to be manually configured to connect to the exchange service by manually modifying the hosts file and creating a profile.
Q: Can I have MSE and POP3 mail services running on the same domain?
A: Yes. We have developed a solution to allow customers to run MSE and POP3 mail services on the same domain. Obviously POP3 users will not get any of the benefits of the MSE service.
Q: Can I have wildcard forwarding on the hosted exchange service?
A: The Hosted Exchange service doesn’t support wildcards, this is to stop spamming of mailboxes.
Q: What about the email/personal folders I already have in Outlook, what do I do with them?
A: By using File -> Import and export you will be able to export any folders to a .pst file and import them into the new profile.
Q: Why am I suddenly getting my mail bounced saying I have not got enough space in my mailbox?
A: Each mailbox get a 100mb of space as this limits approaches - warning e-mails are sent to the user stating that there folder limit is about to be exceeded.
Q: How can I buy more space for my mailbox?
A: By calling blueyonder workwise on 0800 953 1001
Q: Can I keep a local copy of my e-mail so that I can read it if I’m not connected to the Internet?
A: Yes, this would normally be used for laptop users so that they may read their e-mail whilst roaming. We recommend that all users enable this option as this allows you to work on items in your mailbox in the event of problems with your connectivity or network. Please contact Support for assistance in doing this.
Q: Can I setup folders in Outlook so that I can store files that are not uploaded to the Exchange service?
A: Yes, you can have Personal Folders which remain offline, are not available to other Exchange users and do not use any of your allocated space as a result. Support will assist you in doing this.
Q: What benefits are there to running hosted MSE?
A:There are numerous benefits to running an advanced e-mail and messaging service such as hosted MSE. In brief these include:
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• Roaming access to your mailbox from anywhere in the world
• Collaborative working through Outlook in the form of Tasks, Calendars, Meetings and Public Folders
• The ability to administrate your own services, including adding and removing users, e-mail addresses and Groups
• Advanced e-mail virus scanning using Sybari Antigen
• Attachment sizes limited only by the mailbox size
• Accessible from PC’s or Macs and through Outlook Web Access through most browsers.
• Remote storage of your data meaning that it is not lost in the event of damage to your PC. |
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Please note, this is not a full list of the benefits of the MSE service.
Q: How can I administrate my own services?
A: When we create your account initially the first user will be setup as an Administrator. That user will have access through https://manage.byworkwise.com to the self-care area that allows you to administrate your services.
Q: What can I do through the self-care area?
A: We are constantly expanding the self-care area to add features. Features of the self-care area currently include the ability to:
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• Add & Disable users
• Add incoming e-mail addresses to users and setup Groups
• Add Contacts to the Global Address Book
• Buy new licences
• Manage multiple domain names |
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Q: I would like to see feature X in the self-care area. What should I do?
A: E-mail us at support@byworkwise.com – we are always happy to look at adding further features and are keen to make the service as easy to use for the customers as possible. We may already have plans to add an improvement that you suggest but we won’t know what you’d like to see if you don’t tell us.
Q: Where is the self-care area?
A: The administrator for your company should login through https://manage.byworkwise.com
Q: I want to add an e-mail address to one of my users. How do I do this?
A: Your administrator should login to the self-care area and go to Manage Users -> List All users -> Find the users then click on ‘Services’ -> Configure. You will see the e-mail addresses setup for the user and can add as many e-mail addresses as you’d like then submit the form to add the e-mail address to the user.
Q: How many e-mail addresses can I have?
A: Each user may have as many e-mail addresses as you would like.
Q: What do you offer Support on with the service?
A: Although we aim to guide you through the initial setup and during that process impart the knowledge you need to run the service yourself through the self-care area. We will always be happy to answer your questions on any aspect of the service though. We will support you with the setup of any users PC or MAC, with the installation of the Outlook software, the use of the self-care area and with the actual use of Outlook itself.
For example, if you need to know how to add an e-mail address check our online support area and if this doesn’t help, call us and we’ll guide you through the self-care area. If you need to know how to create a meeting for yourself and several colleagues, check the online support area and if you still need help call us and we will be happy to guide you through the process. If we don’t know the answer to your question we’ll find out and get back to you as soon as possible.
Regrettably we cannot provide support for your network – we will do our best to help you with setup but ultimately you will need to ensure that your network setup is stable and does not prevent access to the service.
Q: Is it worth using the Help in Outlook?
A: Absolutely – the help in Outlook 2000 and 2002/XP is comprehensive. Most questions about Outlook use are answered in those help documents in a clear and concise manner. If you have questions about the self-care area or configuring Outlook to connect to the MSE service you should contact us directly.
Remember you can always contact us about any problem and we’ll help you out so don’t worry if you can’t find anything useful in the Help that comes with Outlook.
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