Vodafone Business Product Management Group. Frequently Asked Questions (FAQs)

Transcription

1 Vodafone Business Product Management Group Hosted Services Frequently Asked Questions (FAQs) Vodafone Group 2010 Other than as permitted by law, no part of this document may be reproduced, adapted, or distributed, in any form or by any means, without the prior written consent of Vodafone Group Plc.

2 Contents 1. Document Information Purpose FAQs How do I get an address? What different packages are available? What do the different user roles mean? How do I setup my or allocate a mailbox? What is an alias? How do I access my once it is set up? How do I upgrade my package? How do I unallocate or delete a mailbox? How do I change my mailbox password? I have lost/forgotten my mailbox password? What is an IP address? What is DNS? Some s I send aren t getting through I haven t received an sent to me, what can I do? How do I edit the spam filter on my mailbox? Are catch-all mailboxes available? Is there a limit on attachment size? Is there a mailbox quota size? Can I stop one of my employees using their ? Can I suspend or terminate a mailbox? Can basic s be grouped together in one account? What is the GAL (Global Address List)? Client FAQs Which Clients are supported? IMAP and POP3 explained How do I allow POP access from other mail clients? Setting up Desktop Clients Setting up Mobile Clients Webmail FAQs What is webmail and how do I login? When logging in should I select Remember Me? Hosted Services Frequently Asked Questions Page 2 of 82

3 4.3. When logging in, which client version should I use? How do I view my s in webmail? How do I change which columns I see in webmail? How do I add a new contact? How do I add a new contact group? How do I add a calendar appointment? How do I add a new task? How do I add a new document? How do I add a file to my Briefcase? Can I share documents? I do not have a Documents tab, why not? How do I add a new address book? How do I add a new calendar? How do I add a new task list? How do I add a new notebook? How do I add a new Briefcase? Can I change how I view my ? How do I get new messages? How do I see the number of messages in my Inbox? How do I print? How do I print a conversation? How do I reply to an message? How do I forward an message? How do I reply with attachments? How do I attach files to a new ? How do I remove or detach files on an ? How do I mark an as junk? How do I delete an ? How do I change the format of an ? How do I change my default format for sending s? What is the difference between HTML and Plain Text? What are tags? How do I add tags? How do I apply a tag? How do I sort by tag? How do I delete a tag? Hosted Services Frequently Asked Questions Page 3 of 82

4 4.39. How much of my mailbox quota am I using? How do I set my Login Options? How do I change my default client version? How do I change my default language? How do I change my default timezone? How can I change how webmail displays my messages? How often does Webmail check for new messages? How do I set as read from the reading pane? How can I set a default start folder for Mail Search? How can I set alerts for when a message arrives? How do I setup automatic forwarding? How do I setup a notification message? How do I set an auto-reply, or an out-of-office? How do I automatically save an draft? How do I include the original when replying? How do I handle forwarding? How do I save or discard Sent Messages? How do I setup an auto-signature? Can I save multiple auto-signatures? How do I set a default auto-signature? Can I set the placement of my auto-signature? What Address Book settings can I change? What is the contact picker? What is auto-complete? How do I add an external account? How do I set my From name? How do I add a reply-to address? How do I add a persona? How can I change my Primary Account settings? How do I add a mail filter? How do I edit a mail filter? How do I delete a mail filter? How do I change my Calendar options? How do I set permissions on my Calendar? Can I import from another account? Can I export to another account? Hosted Services Frequently Asked Questions Page 4 of 82

5 4.75. How do I use Keyboard Shortcuts? Hosted Services Frequently Asked Questions Page 5 of 82

6 1. Document Information This document lists and answers Frequently Asked Questions, expected to be of assistance to customers of Vodafone who use the Hosted Services solution. The Hosted Services solution provides web and domain hosting, and services to SoHo and SMEs in various OpCos. This document deals only with FAQs relevant to , clients and Webmail Purpose Answers to FAQs are provided as a quick reference point for those questions likely to be commonly asked by customers, as well as assisting support personnel in quickly and accurately responding to customer queries. The document should therefore be included in support training material to ensure support teams are well versed in those questions most likely to be asked by customers, as well as being published in customer accessible areas. Hosted Services Frequently Asked Questions Page 6 of 82

7 2. FAQs 2.1. How do I get an address? There are three ways in which you can get an address with Vodafone, each one targeted to the different ways in which customers might find most useful to them: An address or multiple addresses with your own domain, or purchase a domain through Vodafone, for example john.smith@example.com An address or multiple addresses on a sub-domain of one of Vodafone s own hosted domains, for example john.smith@example.vodafonehosted.com An address or multiple addresses on one of Vodafone s own hosted domains, for example john.smith@vodafonehosted.com 2.2. What different packages are available? Vodafone offers two Hosted products Basic and Professional . With Basic , all addresses would be on a Vodafone hosted domain (such as john.smith@vodafonehosted.com) or on a sub-domain of a Vodafone hosted domain (such as john.smith@example.vodafonehosted.com). If you would like an address on your own domain, this is available with Professional . With Basic the features you receive include the following: Mail services accessible either through 3 rd party clients, for example Outlook or webmail. Address Book by default this includes all contacts within your package; for example if you purchased 10 Basic mailboxes, your address book will automatically include details for the other 9 mailboxes. You can also manage your own contacts, or import contacts from other systems. Calendar allows you to keep on top of your personal scheduling. Tasks add those tasks you don t want to forget, by creating to-do lists and then managing tasks through to completion. Briefcase allows you to upload files to your web client account. Those files will then be available from anywhere, you can log into webmail from any device on the internet installed with a supported web browser. There are also many other features to benefit from, please see the Guide available within the Portal Help Content area for more details. With Professional , you receive the same features as Basic , plus the following additional features: The ability to use a hosted service against domains you own, whether they be hosted by Vodafone or another company. Hosted Services Frequently Asked Questions Page 7 of 82

8 Mutiple aliases, for example or for which sent to any of these aliases will be delivered to your inbox. The ability to access your service from your mobile, for example Blackberry or Windows ME. Larger mailbox quotas and attachment sizes. As well as choosing packages defined against either Basic or Professional , you can also choose packages based on the number of addresses you wish to have What do the different user roles mean? Vodafone Professional is based on providing a business service to small business customers. It is expected that a business owner, or a senior manager purchasing the service, will have need of administrators as well as mailboxes for use by their employees. We have therefore designed the system to allow for this kind of hierarchy, and user roles can be set in the Vodafone Hosted Services Portal. You will have received a username, password and web address (URL) for the Portal when registering as a customer. There are three levels of users that can be set in the Portal. Firstly, there is the Account Owner. The person who owns the package is automatically set as the Account Owner, and they have the highest level of privilege. They can add and manage users, setup , manage mailboxes, configure spam settings, and upgrade and downgrade services. They are also able to set which of their users will be customer administrators. This is the second user role, and a customer admin can do everything an account owner can, except delete the Account Owner, and upgrade/downgrade the packages owned by the Account Owner. Lastly are the users, who have no company account administration ability but can modify through the Portal their own details How do I setup my or allocate a mailbox? Once you have registered or been registered as a Vodafone customer for services, you will have a username and password for the Vodafone Hosted Services Portal. This Portal can be accessed on most browsers. Once you have logged into the Portal, you can go to the Manage Mailboxes tab and allocate any of the free mailboxes listed. You will be asked to fill in your details e.g. display name (the From name you wish recipients of s to see), and your alias (for example john.smith@example.com). Once you save your changes, your will be setup automatically What is an alias? When you first register with Vodafone, you will need to setup at least one alias that will be your primary address, such as john.smith@example.com. You can do this via the Manage Mailbox tab in the Portal, by clicking on Allocate (or Edit if previously allocated). However, depending on the package you purchased, you can also setup multiple Hosted Services Frequently Asked Questions Page 8 of 82

9 aliases, for example sent to any of these addresses will be received in your mailbox How do I access my once it is set up? You can access your either via an client, or via webmail. Please see the relevant user guide for more comprehensive help on how to setup clients to access your . To access via webmail, just open your preferred browser and enter the URL You will then be taken to a login prompt, enter your address and the password you setup in the Portal How do I upgrade my package? You can upgrade your package in the Vodafone Hosted Services Portal, by going to the Buy Services tab and selecting Upgrade How do I unallocate or delete a mailbox? With Vodafone, if you ve purchased for example a bundle of 10 addresses, you will have the use of 10 mailboxes for the full purchase period. Therefore, if you need to delete a mailbox, you will need to decide if you wish to permanently delete the mailbox, for example to downgrade your account from 10 mailboxes to 9, or whether you wish to delete the mailbox contents and who it is allocated to, but retain your package of 10 mailboxes. If you wish to simply unallocate a mailbox from John Smith, with the view to re-assign it to Simon Jones, you can do so by logging into the Portal and going to the Manage Mailboxes tab. In the list of mailboxes generated to screen, go to the mailbox allocated to John Smith and then click on Delete. This will unallocate the mailbox from John Smith, and delete the mailbox contents. The mailbox will then have a state of Unallocated in the Mailbox Info column. You can then allocate to a new user as you wish. If you wish to permanently delete the mailbox by downgrading your account, in the Portal go to the Buy Services tab, select in the submenu, and then click on the Downgrade option How do I change my mailbox password? To make it easier for our customers who may have purchased web hosting, domain hosting, and services with Vodafone, we ve configured our systems so you only have to remember one password. All password management occurs through the Vodafone Hosted Services Portal. If you login and go to the Manage Users tab, find your name in the list and click Edit, you can then change your password. Your password will be updated across all the products you have purchased including . Hosted Services Frequently Asked Questions Page 9 of 82

10 2.10. I have lost/forgotten my mailbox password? Go the the URL for the Vodafone Hosted Services Portal and below the login prompt you will see a link for Forgot your password?. Click on this and you will be asked for the Secret Answer to your Secret Question. Once you have answered this correctly you will be taken through the process of resetting your password. If you can t remember the Secret Answer you setup when registering, then please phone customer support. They will be able to find your account using various details, for example your address or mobile number, and then will be able to confirm your identity by asking you other security questions about your account What is an IP address? This information could be helpful in understanding messages for bounced s. An IP address is a group of numbers in a format like , and is a method computers use for communicating and delivering data between eachother. Each computer has an IP address, and any messages for it will be routed through the internet or a network and delivered to it. As IP addresses are not very friendly to our eyes, we give computers different names that are easier for us to remember e.g. domain names like Vodafone.com. These names are translated into IP address by servers called DNS (Domain Name Servers) What is DNS? A DNS is a Domain Name Server. There are many DNS on the internet, and their task is to translate domain names e.g. Vodafone.com, that we find much easier to remember; into IP addresses e.g IP Addresses are central to the method that data is passed from one computer to another. A DNS will hold many types of records, some translate domains so we can visit websites, others translate mail exchange information so our s can be successfully delivered to the right recipient, and still others allow a company to have multiple domain names but for which a customer will be directed to one website. Each domain name in DNS will nominate a set of name servers to be authoritative for its DNS records. This is where all other name servers will be pointed when looking for information about the domain name Some s I send aren t getting through There are many reasons mail could bounce. Bounce messages can vary in format, and in exact wording, depending on the mail server that's sending the message back to you. Different types of mail servers use different terminology. Some are quite geeky and difficult to understand. Others seem to take five paragraphs to tell you that you probably just mistyped the address you were sending to. Hosted Services Frequently Asked Questions Page 10 of 82

11 Understanding a Bounce back message First, let's look at a couple of bounce messages. Highlighted within these messages are a couple of important things: (reason: 553 sorry, relaying denied from your location [ ] (#5.7.1)) Transcript of session follows while talking to smtp.example.net.: >>>> DATA <<< 553 sorry, relaying denied from your location [ ] (#5.7.1) User unknown <<< 503 RCPT first (#5.5.1) Here's a bounce from another mail server which attempts to be friendlier: Hi. This is the qmail-send program at example.com. I'm afraid I wasn't able to deliver your message to the following addresses. This is a permanent error; I've given up. Sorry it didn't work out. : does not like recipient. Remote host said: 550 MAILBOX NOT FOUND Giving up on The following addresses had permanent fatal errors ---- The messages "MAILBOX NOT FOUND" or "User unknown" are key... and might actually be any of several different messages depending on the reason for the failure Common Error Messages Mailbox Not Found, invalid mailbox, User unknown, not our customer: These are all saying pretty much the same thing. In the "someone@example.com" bounce examples above, the mail server "example.com" doesn't have an account for anyone with the name "someone". A couple of common reasons: You typed the address wrong. The single most common reason this error happens is simply that you made a typographical error in the name. Check the entire address for an error. It's an old address that's no longer in use. Perhaps the person you're attempting to has changed their address, and you're using an old one which is no longer valid. Make sure what you're using is up-to-date. Hosted Services Frequently Asked Questions Page 11 of 82

12 Mailbox unavailable: 9 times out of 10, this is the same as "mailbox not found". The other 10% of the time it could mean that there's a problem with the recipients account. What kind of problem is hard to say. Check to make sure that you have the address correct, wait a while and try again, and if it still bounces, try contacting the recipient some other way. Mailbox full, or Quote Exceeded: Sometimes this will show up as a part of a "Mailbox unavailable" message. It's fairly clear, though: your recipient has too much and their server isn't accepting any more. This is most common with web-based services like Hotmail or Yahoo, which have limits on how much mail you can accumulate. This can also be a sign of an abandoned account - someone's stopped looking at and cleaning out the . In any case, you'll need to try and contact your recipient through some other account, or some other way. Host unknown, Domain Lookup Failed: This means that the mail server you're attempting to use, the "example.com" part, in the examples above, doesn't exist. A common reason is again, a typo on your part. Make sure you typed it in correctly. Another reason are ISPs that change their name. The largest example of this in recent memory has been "attbi.com" changing their name to "comcast.com". Anyone trying to send to an old "attbi.com" address might get this message in return. Unable to Relay: This is an uncommon error message, but also becoming more and more common as ISPs try to crack down on spam. Mail is sent by relaying from one server to the next. There could be many servers involved, but typically it's the mail server at your ISP relaying your to the mail server at your recipients ISP. In general, a mail server must "know" either the sender of an , or its recipient, in order to safely transmit mail. Mail servers that do not enforce this requirement are called "open relays" and can be exploited by spammers to send out tons of spam. Things get complicated because not all ISPs agree on what it means to "know" the sender of an . All of these might result in an "unable to relay" message, depending entirely on the servers and ISPs involved: The "From" address might not match an account on the server. The ISP might require that comes via a connection (dialup or DSL) actually provided by the ISP - sending using someone else's connection might not be allowed. The ISP might require you to authenticate before sending and you haven't. A mail server somewhere could be misconfigured. There's no blanket answer if "unable to relay" happens only occasionally. Double check the address you're sending to, for starters. Temporary Errors: Errors like "no adequate servers", "Connection Timed Out", "Resources temporarily Hosted Services Frequently Asked Questions Page 12 of 82

13 unavailable.", "Out of memory" all typically indicate a problem with a mail server that you probably don't have any control over. They are, in general, temporary, and should resolve themselves over time. Look carefully at the bounce message; the server involved may continue to automatically try to deliver your without any action required on your part. Blacklist Filters: If you see messages that indicate your was "blocked", or "listed in", and references to sites that have things like "spamcop", "dynablock", "blackhole", "spamhaus" and similar in their names, then your was probably intentionally blocked because the receiving system thinks your ISP's mail server is a source of spam. Various blacklisting services try to identify servers which are sources of spam. They then make that list available to ISPs, who in turn can block coming from these sources. The problem is that criteria for addition and removal from these blacklists are vague, at best, and getting a server removed from blacklists can be very difficult. If this happens to mail you send, get in touch with your ISP and explain that their server may be on a blacklist somewhere, and then try to use a different address, or a different account of your own, to contact your intended recipient. You might also tell your recipient that their ISP is improperly blocking legitimate . Content Filters: Much like blacklists, content filters are an approach many ISPs now implement to stem the tide of spam for their clients. Most will simply discard that looks like spam, but some servers will actually send a bounce. Phrases in the bounce message like "Message looks like spam", "keywords rejected by the anti-spam content filter", "scored too high on spam scale" and similar means that your , for whatever reason, tripped the spam filters on the receiving end. Your looks too much like spam. What does it mean to "look like spam"? Here, again, things get vague. That definition will vary greatly based on how your recipient's server has been configured. Obvious possibilities are the use of pornographic words or phrases, HTML formatted , currently popular drugs being hawked by spammers, or even having something that looks too much like a sales letter or a scam. The best approach is to scan the bounce for any clues (sometimes there's more information), and then validate your recipient can get any by sending a simpler message. Assuming that all works, then re-work your message as best you can to not look like spam. When a Bounce Isn't Really a Bounce Be careful! There's a class of viruses these days that propagate by "looking like" bounce messages. They instruct you to open an attachment for more information. Don't. Especially if you don't recall sending the message in the first place. Don't open any attachment, especially one accompanying what looks like an bounce unless you are absolutely positively certain that it's legitimate. You may also be getting bounce messages for you didn't send. There's another class of virus that "spoofs" or fakes the "From" address on messages, and as a result you could be getting bounce messages that have nothing to do with you. Everything Bouncing? Finally, if every you send bounces, then you probably have a different problem. Hosted Services Frequently Asked Questions Page 13 of 82

14 Chances are your client is mis-configured. Double check your outgoing or "SMTP" server settings, and double check with your provider to ensure that you have them set correctly I haven t received an sent to me, what can I do? There are many reasons that an delivery may fail, the person sending you the may have received a bounced delivery notification. See the FAQ on Some s I send aren t getting through for more information on why may be bounced. There are however some things you can do to help ensure you receive s sent to you. Firstly, the may not be getting through your spam filtering. If you trust the source, you can add their address to your whitelist via Anti-Spam settings. Anti-Spam settings can be accessed in the Portal, go to Manage Mailbox and then edit your mailbox, within the page generated you will see a link to Anti-Spam Settings. This will open a new window for administrating Anti-Spam, and you can edit your whitelist on the tab named Lists. A whitelist basically contains all the addresses that you trust, and instructs the Anti- Spam filtering system that any s from those addresses are not to be treated as spam. The other thing you can do if you re not receiving is to check how much space you re using. If you re using all your mailbox quota and therefore do not have the space to receive any more s, you would have received an automated mailbox quota warning . If you have received such an you should delete some s, or get in touch with Vodafone to upgrade your package How do I edit the spam filter on my mailbox? Log into the Vodafone Hosted Services Portal and go to Manage Mailboxes. Find your mailbox in the list and click on Edit, and then select the link Antispam Settings. This will open a new window and automatically log you into the AntiSpam user interface where you can change your spam filter settings, setup blacklists and whitelists, or edit your spam threshold settings Are catch-all mailboxes available? A catch-all mailbox receives all inbound s to a domain which may have been spelled incorrectly. For example, if the is intended for sales@vodafone.com but the sender types ssales@vodafone.com, the finds its way through to an administrator. This is not offered as it is effectively an additional mailbox per domain/customer, and it affects all of our sizing and storage. It is also a security issue which is explained best in the following Wiki link which states "This will increase the amount of spam delivered, and can lead to being blacklisted". s that are sent to a non-existent recipient will receive a standard non-delivery response from Zimbra (bounced ). Hosted Services Frequently Asked Questions Page 14 of 82

15 2.17. Is there a limit on attachment size? Yes, as a technology is very well designed for quick and accurate delivery to a widely distributed architecture, but it is not designed for the transfer of extremely large files or attachments. Attachment sizes needs to be limited to ensure the speed and efficiency of our service is not cannibalised by anyone trying to use for a purpose that it was not intended for. However, we have ensured that the attachment size limit is a generous one. You can safely transfer many megabytes of data in each Is there a mailbox quota size? Yes, in order to keep control of our service and ensure high availability of the platform to all our customers we need to set a maximum size each mailbox can grow to. The alternative would be to risk affecting the performance our customers can expect to receive. However, we have ensured a vast number of s taking up many gigabytes of data can safely be stored before quotas are hit. Also, we will send you an automated should you ever get close to the quota, asking you to clear out some old mails Can I stop one of my employees using their ? Yes, all mailboxes can either be suspended or terminated. If you have suspended a mailbox whilst someone is on extended leave, or perhaps whilst one of your employees undertakes disciplinary investigations, then you can re-activate or terminate the mailbox at a later date Can I suspend or terminate a mailbox? Yes, all mailboxes can either be suspended or terminated. If you have suspended a mailbox whilst someone is on extended leave, or perhaps whilst one of your employees undertakes disciplinary investigations, then you can re-activate or terminate the mailbox at a later date Can basic s be grouped together in one account? Yes, because basic s all end and there are thousands of people with addresses ending it could be expected that it s impossible to group together for example 4 people with addresses example1@vodafonehosted.com through to example4@vodafonehosted.com, whilst excluding example5@vodafonehosted.com or example417@vodafonehosted.com. However, we keep track of all our mailboxes with a unique identifier, so if you don t want to own your own domain or buy a professional perhaps you want your family members grouped together or have started a local volunteers group we can still group all your basic mailboxes together so they can share contacts, and be administered centrally on the Vodafone Hosted Services Portal by one or many of your group. Hosted Services Frequently Asked Questions Page 15 of 82

16 2.22. What is the GAL (Global Address List)? The Global Address List is a list of all contacts in your Vodafone Hosted Services account. If for example when purchasing services from Vodafone you bought a bundles of 10 addresses, the GAL will automatically be populated with all allocated mailboxes i.e. those mailboxes you have allocated and setup with an address. Your GAL is available in webmail, or via a 3 rd -party client configured to use IMAP. Hosted Services Frequently Asked Questions Page 16 of 82

17 3. Client FAQs 3.1. Which Clients are supported? Generally any client that allows you to set the following will successfully connect to our service: An outgoing mail server An incoming mail server Port information for outgoing and incoming mail servers A checkbox selection for My outgoing server requires authentication Entries for username and password information. These are all standard requirements, therefore the list of supported clients is fairly exhaustive. However some of the more popular supported clients are Outlook Express, Outlook, Apple Mail, Thunderbird, Mac Mail, Entourage and Windows Live Mail IMAP and POP3 explained Whichever client you re using to access your , you ll have to decide whether you use IMAP or POP3. With our service, both are available for you to use. Both IMAP and POP3 are used for retrieval, but they work in different ways. The key differences are: With IMAP you have a two-way communication channel with the servers your is held on, whilst POP3 supports only a one-way communication channel. So, using IMAP anything you change on your client will be reflected on your server e.g. sorting your or moving them to new folders. With POP, you can download your s but you can t make any changes in your client that would be reflected on the server. IMAP supports multiple devices in that more than one device can be connected to the server at once. Importantly, because any changes you make on a client are reflected on the server, if you make a change on Device 1 they ll also be reflected on Device 2 because they ll both be sychronising with the server at the same time. With POP, you can only have one connection at a time to the server. We therefore recommend IMAP if you re using more than one device to access your , or if you wish to synchronise all your folders and not just your inbox. However, if you re using one device, and are happy just to download the messages in your inbox, POP3 will be fine for what you need How do I allow POP access from other mail clients? You can set this up by logging into webmail and going to Preferences, and then Mail. At the bottom of the loaded page, you ll see a section titled Access from other mail clients : Hosted Services Frequently Asked Questions Page 17 of 82

18 You can choose either to allow all mail to be downloaded, even mail received prior to setting up access from another client, or you can choose just to download received from now on. Bear in mind, if you choose the first option you might have a large number of historical s that will be downloaded when you first connect. However, if you re setting this up as a new customer to Vodafone, either choice won t result in your first connection downloading a lot of s Setting up Desktop Clients How do I setup Outlook Express? Start up Outlook Express. This can be found in your computer's "Start" menu. From the menu, click "Tools", then "Accounts". A pop-up window will appear, with four tabs - "All", "Mail", "News" and "Directory Service". Click the "Add" button. Click the "Mail" option, the below window will appear: The display name is the name that will appear in the "From" field every time you send an . Type in your name, then click the "Next" button. Hosted Services Frequently Asked Questions Page 18 of 82

19 Type the address you are configuring (e.g. then click the "Next" button. Outlook Express will now try and determine if you wish to setup a POP3 or IMAP connection: Hosted Services Frequently Asked Questions Page 19 of 82

20 We support both IMAP and POP3, please see the FAQ on IMAP and POP3 explained to decide which one you want to setup. For IMAP, set the incoming mail server to IMAP, and for POP3 set the incoming mail server to POP3. Your incoming mail server is: pop.vhsmail.vodafone.com for POP3, or imap.vhsmail.vodafone.com for IMAP Your outgoing mail server is mail.vhsmail.vodafone.com. Therefore, an example configuration for an IMAP connection would be: Hosted Services Frequently Asked Questions Page 20 of 82

21 Click the "Next" button. Enter your username and password. This is your address, and the password you use to log into the Vodafone Hosted Services Portal. They are also the same details as you use to login to webmail. Hosted Services Frequently Asked Questions Page 21 of 82

22 Click Next Click Finish, but there s a couple of things still to setup. Hosted Services Frequently Asked Questions Page 22 of 82

23 Return to Outlook Express and go to Tools on the top menu, and then select Accounts. The same window will come up you saw before, with the 4 options for All, Mail, News and Directory Service. On the All tab, look for the account you just setup, highlight it, and then click on Properties: On the Properties screen the first tab is General. You can name your account something a bit friendlier here: Hosted Services Frequently Asked Questions Page 23 of 82

24 Then go to the Servers tab, and make sure that under Outgoing Mail Server you check the option for My server requires authentication : Hosted Services Frequently Asked Questions Page 24 of 82

25 Then go to the Advanced tab, and check for both outgoing and incoming mail servers This server requires a secure connection (SSL). Also, complete the port numbers 465 and 993 as shown below: Hosted Services Frequently Asked Questions Page 25 of 82

26 Please note, that if you chose to setup a POP3 account, you will need to enter the port number 995 for incoming mail. That s it, you re done! Click OK and your client should now synchronise with your Vodafone Hosted account How do I setup MS Outlook 2007? Start Outlook 2007 from the Start Menu, and go to Tools and then Account Settings. In the Account Settings window, ensure the tab is selected, and then select the icon This will generate the following screen: Hosted Services Frequently Asked Questions Page 26 of 82

27 Select Microsoft Exchange, POP3, IMAP, or HTTP and select Next Then, select the tickbox to Manually configure server settings or additional server types, and click Next : Hosted Services Frequently Asked Questions Page 27 of 82

28 Select Internet , and click Next : Hosted Services Frequently Asked Questions Page 28 of 82

29 Complete your user information: Hosted Services Frequently Asked Questions Page 29 of 82

30 We support both IMAP and POP3, please see the FAQ on IMAP and POP3 explained to decide which one you want to setup. For IMAP, set the Account Type to IMAP, and the incoming mail server to imap.vhsmail.vodafone.com. For POP3 set the Account Type to POP3, and your incoming mail server to pop.vhsmail.vodafone.com. Click the More Settings button, which will bring up the Internet Settings window. The first tab is General. You can name your account something a bit friendlier here: Hosted Services Frequently Asked Questions Page 30 of 82

31 Then go to the Outgoing Server tab, and make sure that you check the option for My outgoing server (SMTP) requires authentication : Hosted Services Frequently Asked Questions Page 31 of 82

32 Then go to the Advanced tab. For both incoming and outgoing servers, set to SSL the section on Use the following type of encrypted connection. Also, complete the port numbers 465 and 993 as shown below: Hosted Services Frequently Asked Questions Page 32 of 82

33 Please note, that if you chose to setup a POP3 account, you will need to enter the port number 995 for incoming mail. That s it, you re done! Click OK and you ll be returned to the window as below: Hosted Services Frequently Asked Questions Page 33 of 82

34 Click next, and you ll get: Hosted Services Frequently Asked Questions Page 34 of 82

35 Click Finish. Close and re-start Outlook How do I setup Apple Mail? 1. Open mail and go to Preferences. 2. Click on to the accounts tab and click on the '+' on the bottom left to add a new account. 3. On the Add Account screen, add your name (the name you wish recipients of s to see as the From field), address and password (this is the password you use to login to webmail and the Vodafone Hosted Services Portal with) Hosted Services Frequently Asked Questions Page 35 of 82

36 4. Then depending on whether you wish to setup an IMAP or POP client (see the FAQ on IMAP and POP3 Explained to decide): For POP3: Incoming Mail Server: pop.vhsmail.vodafone.com For IMAP Incoming Mail Server: imap.vhsmail.vodafone.com User Name: Input your address Password: Input your webmail password. Hosted Services Frequently Asked Questions Page 36 of 82

37 5. Click Continue 6. On Incoming Mail Security window, tick Use Secure Sockets Layer (SSL) and set Authentication to Password, then click continue: 7. On the Outgoing Mail Server window, input a description for your outgoing server, input the outgoing mail server details as below, and for Use Authentication input your address and password: Hosted Services Frequently Asked Questions Page 37 of 82

38 8. On the Outgoing Mail Server window, input a description for your outgoing server, input the outgoing mail server details as below, and for Use Authentication input your address and password: 9. Click Continue, and then complete the Outgoing Mail Server settings as below: 10. An Account Summary window will now be generated, check details are correct, select the Take Account Online checkbox, and click Create : Hosted Services Frequently Asked Questions Page 38 of 82

39 How do I setup Thunderbird 3? 1. Go to Tools, and then select Account Settings. 2. Select the drop-down list for Account Actions and select Add Mail Account. 3. In the Mail Account Setup window, complete the fields as follows: a. Your name this will be what recipients of your s will see in the From field b. address c. Password Select Continue. 4. Thunderbird will then automatically attempt to find settings for your account. Hosted Services Frequently Asked Questions Page 39 of 82

40 Vodafone uses specific incoming and outgoing servers that will need to be manually entered. Select the Stop button (or wait for the automatic lookup to complete), at which point the screen will look something like: Do not worry about most of the entries here, as we will set them up correctly in the next steps. The only important setting to choose here is the drop-down list populated with IMAP in the above screen. Vodafone support both IMAP and POP3 clients, it is up to you to choose which one you want to use. Please see the FAQ for IMAP and POP3 Explained if you need assistance in making your choice. If you would like to use POP3, change the drop-down list to POP3, otherwise leave it as IMAP. Then select Manual Setup. 5. In the Account Settings screen that comes up, go to Server Settings on the left: Hosted Services Frequently Asked Questions Page 40 of 82

41 The Server Type will either be set to IMAP or POP3, depending on your choice in the previous step. If you chose IMAP, you need to set the following fields: Server name set to imap.vhsmail.vodafone.com Username set to your address Port Set to 993 And under Security Settings, set Connection Security to SSL/TLS. Alternatively, if you chose POP3, you need to set the fields to: Server name set to pop.vhsmail.vodafone.com Username set to your address Port Set to 995 And under Security Settings, set Connection Security to SSL/TLS. 6. Then go to the Outgoing Server (SMTP) page in the Account Settings window, and add an outgoing server with the following details: Hosted Services Frequently Asked Questions Page 41 of 82

42 7. You re done, click OK on the SMTP server window, and then again on the Account Settings window. Your is now setup Setting up Mobile Clients How do I setup the iphone? Go to Settings, and then scroll down to select Mail, Contacts, Calendars. Under Accounts, select Add Account You will see a list of account types to add, including Microsoft Exchange, MobileMe, etc, select Other. Under the Mail section, select Add Mail Account Complete as follows: o o o o Select Next Name:- This is your Display Name, or the name recipients of your s will see in the From Field. Address:- Your address e.g. john.smith@example.com Password:- your password for accessing webmail (this is the same as your password for the Vodafone Hosted Services Portal Description:- A description of the account you re adding e.g. John s Business Your iphone will now try and lookup your account details, but we will need to provide it further manual configuration settings. After a few seconds it will generate to screen a number of options for configuring either an IMAP or POP3 connection. Vodafone Hosted supports both options, if you need help deciding which one you want to use please see the FAQ on IMAP and POP3 Explained. Choose either IMAP or POP by ensuring your choice is highlighted at the top of the screen Configure Incoming Mail Server as follows: Hosted Services Frequently Asked Questions Page 42 of 82

43 o o o Hostname:- For IMAP input imap.vhsmail.vodafone.com. For POP input pop.vhsmail.vodafone.com Username:- your address Password:- your password for accessing webmail (this is the same as your password for the Vodafone Hosted Services Portal Configure Outgoing Mail Server as follows: o o o Select Next Select Save Hostname:- for both IMAP and POP, set this to mail.vhsmail.vodafone.com Username:- your address Password:- your password for accessing webmail (this is the same as your password for the Vodafone Hosted Services Portal You re done! Your new account will now be available under Mail on the Home screen. Hosted Services Frequently Asked Questions Page 43 of 82

44 4. Webmail FAQs 4.1. What is webmail and how do I login? Webmail describes the method by which you can access your using a web browser e.g. Internet Explorer or Firefox. You can access webmail by inputting in your address bar within your browser window. This will take you to a login prompt as shown below: Your username is your address e.g. john.smith@example.com, and your password is the same password that you use to login to the Vodafone Hosted Services Portal. You would have received this information either when registering the service and setting up your in the Manage Mailbox section of the Vodafone Hosted Services Portal, or your company administrator would have provided you with account details to the Vodafone Hosted Services Portal when setting up your for you. Selecting the Remember Me option will place a cookie on your computer that will automatically populate your username into the login prompt the next time you go to login to webmail. This option is not recommended when using a public computer. When logging in, you can also choose which version of webmail you wish to login to. The default is set automatically to log you into the Advanced version, however you can change your default preferred client type in the Preferences, General tab after logging in. Advanced offers the full set of Web collaboration features. This Web Client works best with newer browsers and faster Internet connections. Hosted Services Frequently Asked Questions Page 44 of 82

45 Standard is recommended when Internet connections are slow, when using older browsers, or for easier accessibility. Mobile is recommended for mobile devices When logging in should I select Remember Me? This option will place a cookie on your computer that will automatically populate your username into the login prompt the next time you go to login to webmail. This option is not recommended when using a public computer When logging in, which client version should I use? Various client type versions are available depending on how you are accessing your webmail: The default is set automatically to log you into the Advanced version, however you can change your default preferred client type in the Preferences, General tab after logging in. Advanced offers the full set of Web collaboration features. This Web Client works best with newer browsers and faster Internet connections. Standard is recommended when Internet connections are slow, when using older browsers, or for easier accessibility. Mobile is recommended for mobile devices How do I view my s in webmail? Webmail will default to your inbox screen when logging in. You can also select your inbox from the Folders window pane in the left hand side of the screen: Hosted Services Frequently Asked Questions Page 45 of 82

46 4.5. How do I change which columns I see in webmail? Using your mouse, right-click on the grey area as shown above. This will bring up a list of possible columns you can select or deselect columns to get the mix that works best for you How do I add a new contact? The top menu structure of webmail includes Mail, Address Book, Calendar, Tasks, Documents, Briefcase and Preferences: For ease of use, you can add a new contact in any of these tabs, except Preferences which is used solely for changing your webmail settings. If you select any other tab e.g. Mail, Address Book, Calendar, etc, in the sub-tab menu you will always have the option of a drop-down menu entitled New, with a drop-down arrow directly next to it on the right. Selecting the drop-down arrow will generate to screen the following list: Hosted Services Frequently Asked Questions Page 46 of 82

47 Select New Contact to add a contact to webmail. Alternatively, instead of selecting the drop-down arrow next to New on whichever tab you re working on at the time, you can go to the specific tab for contacts, Address Book, and then click on the New icon directly rather than the drop-down arrow next to it. This will take you straight to the New Contact page How do I add a new contact group? The top menu structure of webmail includes Mail, Address Book, Calendar, Tasks, Documents, Briefcase and Preferences: For ease of use, you can add a new contact group in any of these tabs, except Preferences which is used solely for changing your webmail settings. If you select any other tab e.g. Mail, Address Book, Calendar, etc, in the sub-tab menu you will always have the option of a drop-down menu entitled New, with a drop-down arrow directly next to it on the right. Selecting the drop-down arrow will generate to screen the following options: Hosted Services Frequently Asked Questions Page 47 of 82

48 Simple select New Contact Group, you will then be taken to a screen where you can name your group, and add members to your group from already setup contacts, or from your company s address list How do I add a calendar appointment? The top menu structure of webmail includes Mail, Address Book, Calendar, Tasks, Documents, Briefcase and Preferences: For ease of use, you can add a new calendar appointment in any of these tabs, except Preferences which is used solely for changing your webmail settings. If you select any other tab e.g. Mail, Address Book, Calendar, etc, in the sub-tab menu you will always have the option of a drop-down menu entitled New, with a drop-down arrow directly next to it on the right. Selecting the drop-down arrow will generate to screen the following list: Hosted Services Frequently Asked Questions Page 48 of 82