Business Email. Setup guide

Business Email Setup guide

Contents Introduction 3 Provisioning Business Email Service to a User Logging into the UC Management Centre Adding Business Email Service to a User Configuring Advanced Options for a User Distribution Groups Email Forwarding Mailbox Rights Exchange User Summary 3 3 4 5 5 6 7 9 Exchange Service Administration Features Contacts Create a Contact Amend an Existing Contact Delete a Contact Hide from Address List Property Distribution Groups Create a Distribution Group Advanced Settings Manage Users in an Existing Distribution Group Delete a Distribution Group Mail Disclaimers Create a Mail Disclaimer Resource Mailboxes Add a Resource Mailbox Mobile Device Management MX Records For all Regions: 9 9 9 10 10 11 11 12 14 16 16 16 16 18 18 19 21 21

Introduction Users of TELUS Business Email Service have access to advanced email and collaboration services from Microsoft Exchange. Provisioning Business Email Service to a User. This guide provides helpful tips and information on how to navigate around the UC Management Centre user interface and use the features that the UC Management Centre offers. Logging into the UC Management Centre. 1. Visit TELUS.com/manageUC. 2. Enter your User Name and Password and select Log On. Your user name is your primary email address. The Password field is case-sensitive. Enabling the Remember Me property will ensure that your User Name is remembered when you next log onto the site s Log On Page. 3. The UC Management Centre allows a user to change their password at log on. Select Change Password to display the password reset feature. An AD Sync user will not be able to change their password on the Control Panel. Their passwords are managed in the remote domain. 4. Enter a new password that meets the system s security requirements. Re-enter the new password to verify and select Log On. The new password will be saved against the user s account. Note: AD Sync (Active Directory Synchronization). Active Directory is a Microsoft directory service for Windows domain networks, included in most Windows Server operating systems. It is used by organizations to authenticate and authorize users access to systems, it can also assign and enforce security policies for all user computers. UC offers an AD Sync plug-in that synchronizes user names, passwords and permissions from the organization s Active Directory system to the administrative control panel used to manage UC ( UC Management Centre ). For information on how to create a new user, please refer to AD Sync setup guide. Business email setup guide 3

Adding Business Email Service to a User. 1. From the menu bar select User Management > Users. The users screen will appear. 2. Select the user that you want to provision Business Email for then select Services > Business Email Service/Service Courriel Affaires. 3. Select the required Service Access Level. The Service Access Level will determine the Business Email package that will be allocated to the user. Service Access Level configurations are created and managed by your Service Provider. 4. The UC Management Centre supports the administration of the following Advanced Exchange Features: a. Assign users to Distribution Groups. b. Set up email forwarding, where all mail will be forwarded to another email account. c. Manage Mailbox rights (permissions), by allocating multiple users to view and manage the user s mailbox within Outlook. continued on next page Business email setup guide 4

5. Select Service Settings to configure the following optional settings: a. Hide the user s details from the published Global Address List by checking the Hide from Address property. b. Define the maximum number of recipients that the user can send a message to by enabling the Recipient Limit property and adding a numeric value. 6. Select Apply Changes to capture the changes that were made. 7. Select Provision to apply the Business Email service to the user. The user will now be able to log onto their Business Email mailbox. Configuring Advanced Options for a User. To configure advanced features, click on Advanced Options. Distribution Groups The Distribution Groups feature allows the administrator to assign a user to existing Distribution Groups and each user can be assigned to multiple Distribution Groups. For information on managing distribution groups, refer to page 15 of this guide. 1. Select Distribution Group Membership. 2. The UC Management Centre will display all of the customer s distribution groups (including non-mail enabled groups). Check the distribution groups that the user will become a member. Business email setup guide 5

3. To remove a user from a distribution group, un-check the selected group. 4. Select Apply changes to save the change. The Distribution Group changes will be saved in the system when Provision is selected. Email Forwarding The email forwarding feature allows the administrator to define a mailbox that all incoming mail will be automatically forwarded to. This feature may be used when the user s name has changed and all emails need to be directed to the user s new email account. Only one email forwarding address can be saved on the original user s profile. The UC Management Centre ensures that only email-enabled users or distribution groups can be set up as a forwarding address. 1. Select Email Forwarding. 2. Search for the proposed email account by adding the first characters of the user s name in the Forward member field. To complete a wildcard search and retrieve all of the customer s email-enabled objects (Users / Contacts / Distribution Groups & Public Folders), leave the Forward member field blank. 3. Select Find. 4. The UC Management Centre will display the results from the Forward member search and will list the mail-enabled objects and their email addresses. 5. Select the required forwarding email address, only one object can be selected at any time. Business email setup guide 6

6. If there is a requirement to save a copy of all forwarded emails in the original user s mailbox, enable Deliver message to both forwarding address and mailbox. 7. Select Apply changes to save the changes. The Forwarding Address change will be saved when Provision is selected. Mailbox Rights The UC Management Centre allows User Administrators to configure users with various mailbox rights. The mailbox rights that can be assigned to a user are: Full Access (Excluding Send-As). The delegated user can open and read the original user s mailbox. Send-As permissions are not automatically applied. Any mail that is managed by the delegated user (send reply / forward mail) will have the delegated user s details populated in the From Recipient field. Send-As The delegated user (eg. administrative assistant) can send out mail with the original user s mail details appearing in the From Recipient field. From the target audience s perspective, it will appear that the email has come direct from the original user and any responses will be sent direct to that user s inbox. Note that in order for a user to Send-As another user, their Outlook profile must be configured to show a From button. By default, Outlook does not show the From button. For information on how to configure a user s Outlook profile to show a From button, please refer to the Configuring Outlook From Button in the Business Email Service Admin Guide. Receive As On its own, this permission will not allow a user to enter the designated mailbox and take delivery of incoming mail. The permission is normally applied to a user, where the delegated user will log onto a mailbox using a custom application. Multiple permissions can be assigned to a user at any given point of time. Configuring Mailbox Rights for a User. 1. Select Mailbox Rights. 2. Enable the mailbox security rights that are to be applied to the delegated user(s). continued on next page Business email setup guide 7

3. Select Find to search for mail enabled users. 4. Select the user(s) that are to be assigned with the permissions. Select Add. 5. Select Close to hide the function. The selected users will be granted the additional mailbox permissions when Provision is selected. To add an additional permission to an existing delegated user, enable the permission and re-select the user in the Member Search feature. The user will be updated with the additional mailbox permission. To remove a single mailbox permission from a user, you must remove all permissions from the user, by enabling the user and selecting Remove. Troubleshooting An online error message that may arise when adding new mailbox rights: Unable to retrieve the mailbox owner permissions. Server was unable to process request. > Could not find the AD object <reference number> using the samaccountname. > Object reference not set to an instance of an object. This error can appear when navigating to the Mailbox Rights section when the existing mailbox owner has been removed from the Active Directory and no longer exists. It is recommended that you removed the entry from the table using the Remove function. You can continue to add and provision new owners to the mailbox. Business email setup guide 8

Exchange User Summary. Once a user has been provisioned with Business Email, they will be able to view their user information on The UC Management Centre to assist with configuring Outlook and mobile devices. Exchange Service Administration Features. Contacts The UC Management Center provides end-customers with the ability to add external contacts to their company s Global Address Lists. Users are able to amend the Contact s details and assign them to company distribution groups. Provisioned Business Email Service users are able to view the Contact s details on the Global Address List in Outlook Client and send emails to them. The Contacts screen is available to all TELUS Customer Service Administrators when Business Email is provisioned to a customer. Create a Contact. 1. Select the Services icon on the Menu Bar and select menu options Exchange > Contacts. The Contacts screen will be displayed. 2. In the Contact Management Tool Box, select New Contact. Business email setup guide 9

3. Enter the Contact s details. Fields marked with an asterisk (*) are mandatory. 4. Enable Hide from Address Lists if you do not want the Contact to appear in your company s Global Address List on Outlook / Outlook Web App (OWA). 5. Select Save. The Contact will be listed on the Exchange Contact screen. Note External contacts are shown in the Global Contact List in Outlook in the following format: Contact s Email Name _ at _ Contact s Email Domain@ Your Company s Domain.com For example: When external.contact@mail.com is added via the UC Management Centre as a contact to a company with the domain name yourcompany.com, it will appear in the Global Address List in Outlook as external.contact_at_mail.com@yourcompany.com This change in format does not impact users ability to send email to the contact. Amend an Existing Contact. 1. Select the Services icon on the Menu Bar and select menu options Exchange > Contacts. The Contacts screen will be displayed. 2. Select the contact that you want to amend. 3. Update the Contact Details screen with the required changes. 4. Select Save. The changes to the contact will be saved. Delete a Contact. 1. Select the Services icon on the Menu Bar and select menu options Exchange > Contacts. The Contacts screen will be displayed. 2. Select the contact that you want to remove from the UC Management Center and the company s Global Address List. 3. Select Delete. The contact will be deleted from the customer. Business email setup guide 10

Hide From Address List Property. Enable the Hide from Address List if the contact is not to be displayed within the organization s Global Address List on Outlook/OWA. There are scenarios where a Contact may need to be added to an organization s distribution group but should not appear in all mail users address books. 1. Select the Services icon on the Menu Bar and select menu options Exchange > Contacts. The Contacts screen will be displayed. 2. Select the contact that you want to hide from the address list. 3. Enable the Hide from Address List field. 4. Select Save. Distribution Groups A Distribution Group allows a collection of users, contacts and other distribution groups to be aggregated within a single group and associated with one email address. An email is sent to the one Distribution Group email address, but is received by all users/contacts that are attached to that specified Distribution Group. The UC Management Center provides end-customers with the ability to create and manage Global Distribution Groups. All Business Email Service users will have access to view their customer s Distribution Groups on Outlook under Global Address List. A Distribution Owner can be assigned to a group, this can be either a Business Email Service enabled user or a security group. The Distribution Owner has permissions to add/remove group members via Outlook. Multiple Distribution Groups can exist with a Customer s Global Address List and users can be assigned to more than one Distribution Group. Users can be added to a Distribution Group via the Distribution Groups menu or when provisioning a user with The Business Email Service. The Distribution Groups menu is available to all Full Customer Service Administrators when The Business Email Service is provisioned to a customer. Business email setup guide 11

Create a Distribution Group. 1. Select the Services icon on the Menu Bar and select menu options Exchange > Distribution Groups. The Groups screen will be displayed. 2. Under the Management section, enter a name for the new Distribution Group and select New Group. 3. The details of the group can now be set (i.e. Members, Email Address, Permissions). 4. After making your required changes, select Save. 5. To adjust Distribution Group attributes, expand the group you wish to manage. a. If you want to change the name of your distribution group, type the new name into the Group Name field. b. The Mail Alias field is automatically populated by the Email Name value when you add an email address for the distribution group (for further details, see the Distribution Group Emails section). c. Once you have mail-enabled your distribution group, you can enable the Senders - Require Authentication field. This field prevents messages that originate from outside of your organization from being delivered to the distribution group (for Exchange 2007/10 users only). d. Enable Hide from Address Lists if you do not want the Distribution Group to appear in your company s Global Address List on Outlook / OWA. Business email setup guide 12

6. To Add Group Members: a. Select Find to list all users. By entering a user name, the search will be narrowed. b. Select the users/contacts that are to be added to the Distribution Group. Users, contacts, etc. are identified by icons as follows: = User = Contact = Existing Distribution Group c. Select Add. The selected users/contacts will appear under the sub-heading Existing Group Members. 7. Once at least one Group Member has been added, you will have the option to remove one or all of the existing group members. To remove one or more group members: a. Check the check box(es) beside the name and email address(es) of the user(s) you would like to remove from the Distribution Group. b. Click on Remove. The user(s) will be removed from the distribution group. To remove all group members: a. Click on Remove All. All group members in the Distribution Group will be removed. 8. To add Distribution Group E-mails, click the email tab: a. Select Add to create an email address for the Distribution Group. b. Enter an email address and select the required domain from the drop down list. continued on next page Business email setup guide 13

c. Select Update to save your changes. The email name value automatically populates the Mail Alias field in the Manage Group section below Group Name field. This field can be overridden. d. Once the Distribution Group is mail-enabled, Exchange 2007/10 users can enable an additional field under Mail Alias called Senders - Require Authentication. When enabled, this field prevents messages that originate from outside of your server from being delivered to the distribution group. 9. Configure advanced settings as desired. For information on configuring the Distribution Group Advanced Settings, please refer to the Advanced Settings section below. 10. Select Save. The new Distribution Group will be displayed on the Distribution Group Page and will appear in the Global Address List on Outlook. Advanced Settings Advanced Settings allow you to perform the following actions: Add a Distribution Group Owner Apply Send-As Permissions Apply Send Restrictions Distribution Group Owner. The Distribution Group Owner will have permissions to add/remove members from the distribution group in Outlook. 1. With the Management tab, under heading Group owner (managed by), select Find to list all Outlook enabled users. By entering a user name or a set of characters, the search will be narrowed. 2. Enable the radio button next to the user that is to be assigned to the Distribution Group. Note that only one user can be assigned as a Group Owner at any given time. 3. Click on Save to capture changes. 4. To change the owner to a new user, select the distribution group and select a different user. This will replace the existing Group Owner s details with the new user. 5. Select Save to capture changes. Business email setup guide 14

Send-As Permissions. Existing Business Email Service users can be set up with Send As permissions for a specific Distribution Group. This allows a user to create and distribute an email with the From Recipient field populated with the Distribution Group email address (e.g. IT Helpdesk). Adding Send-As Permissions to a User. 1. Within the Permissions tab, under heading Send-As Permissions, select Find to list all Outlook enabled users. By entering a user name or a set of characters, the search will be narrowed. 2. Select the user(s) that will be able to send email from the Distribution Group s mailbox by checking the box next to the user s name and email address and clicking Add. Multiple users can be configured to one Distribution Group. 3. Select Save to capture changes. Removing Send-As Permissions From a User. 1. Within the Permissions tab, under heading Send-As Permissions, select the user from whom you want to remove Send-As Permissions by checking the box next to their name and email address and clicking Remove. Note that multiple users can be removed at one time by checking the boxes beside the names of all users you d like to remove. 2. If you want to remove Send-As Permissions from all users, click on Remove All. 3. Select Save to capture changes. Send Restrictions The Send Restrictions list defines which users have permission to send mail to the Distribution Group. All users who are not defined within the list are restricted from sending an email to the Distribution Group. If a user who is not defined within the list sends a mail to a Distribution Group, they will receive a returned mail error advising them that they do not have sufficient permissions. If no users are defined for this permission, the UC Management Centre assumes that all users can send email to the Distribution Group. To manage Accepted/Rejected senders for a Distirbution group click the Permissions tab and use the Accepted Senders/Reject Senders sections to add/remove users as applicable. Business email setup guide 15

Manage Users in an Existing Distribution Group. 1. Select the Distribution Group to expand it and click the members tab. 2. To add additional users/contacts, select Find and select the user/contact. Select Add. The user will appear under Existing Group Members. 3. To remove a user from a Distribution Group, select the user and select Remove. 4. Select Save to capture changes. Delete a Distribution Group. 1. Select the Distribution Group. 2. Select Delete. The Distribution Group will be removed from the Distribution Group Page and the customer s Global Address List. Mail Disclaimers The Service Administrator has the ability to create and manage the company s email disclaimer. Once configured, the email disclaimer will appear on all of the company s users outgoing email. Create a Mail Disclaimer. 1. Select the Services icon on the Menu Bar and select menu options Exchange > Configuration > Mail Disclaimer. The Mail Disclaimer Overview screen will be displayed: Business email setup guide 16

2. Enter a Name for the disclaimer message. 3. Enter the company s Disclaimer. The UC Management Center displays a sample disclaimer template when selecting the Help icon. 4. Select the formatting settings for the paragraph. After changing a setting, the disclaimer content will updated to reflect the changes made. 5. Select the Placement settings: Append: The disclaimer will be inserted at the bottom of the message thread. Prepend: The disclaimer will be inserted above the text of the latest message. Note Exchange does not verify and check whether previous disclaimers have been added to the message. 6. Select the Behaviour settings for the disclaimer when it cannot be inserted into the original message. Wrap: The original message is enclosed into a new message envelope with the disclaimer being inserted into the new message. Ignore: Allow original message to continue unmodified. No disclaimer is added. Reject: If the disclaimer can t be inserted into the original message, the message is rejected and Exchange will not deliver the message. The sender of the message receives a notification explaining why the message wasn t delivered. 7. Enable the External Only field if the disclaimer should only appear on email messages that are sent to external users (users that are not attached to the organization unit). If this field remains unchecked, the mail disclaimer will appear on all email messages that are sent to external and internal users. 8. Select Save to capture the changes. The disclaimer details will be sent to the provisioning engine. Business email setup guide 17

Resource Mailboxes Resource mailboxes represent resources that may be utilized in meetings. For example: Meeting Rooms, Overhead Projector and flipcharts. By allocating these resources with a mailbox, users can include them in meeting requests, creating an effective resource management tool and reducing the risk of resources being double booked. When a meeting is booked with a resource mailbox, the invitee will receive an Auto Accept from the resource. Within the resource mailbox, the invite will be automatically directed to the Delete Items folder. All users within a customer will be able to manage the customer s resource mailboxes via Outlook and OWA. For further information on managing Resource Mailboxes via Outlook and OWA, please refer to the Microsoft support website. Service Administrators are granted the access to create, amend and remove resources from the customer s organizational unit. Add a Resource Mailbox. 1. Select the Services icon on the Menu Bar and select menu options Exchange > Resource Mailboxes. The Resources screen will be displayed. 2. Select New Resource Mailbox which is located in the Resource Management Tool Box. Business email setup guide 18

3. Enter the Display Name for the Resource. This will appear in user s address list when selecting resources. 4. Select either Room or Equipment: Room Resource Mailboxes are assigned to a meeting location. Equipment Resource Mailboxes are not room specific. Once a resource type has been provisioned to a Resource, it cannot be amended. To change the type, the resource mailbox must be de-provisioned before a change can be made. 5. Select Provision to save the changes. Mobile Device Management. There are two sections relating to Mobile Device Management. Services > Exchange > Mobile Device Configuration This provides instructions on how Android, BlackBerry, iphone, ipad and Windows Phone devices can be configured to use the TELUS Business Email Service. Services > Exchange > Mobile Device Management This provides a management page to control the end-users mobile devices. By using the User Search pane on the left, users can be found,their mobile devices viewed/ managed and their ActiveSync policy set. Customer Administrators can also remote-wipe devices and obtain Recovery Passwords (if supported by the device). End Users can also see/manage their mobile devices connected to their Business Mail account via OWA. continued on next page Business email setup guide 19

Sample screenshot: (Additional Devices connected would appear in place of the This user currently has no ActiveSync Devices connected). ActiveSync Policy The ActiveSync Policy applies to all devices connected to the users mailbox, choose the required policy from the list and click the Set ActiveSync Policy link to apply the new policy to the user. The details of the selected policy are displayed below the reload link. Device Wipe If a user loses a device or has a device stolen, this feature allows the device to be remotely wiped without needing access to the users account. Important Device wipe will force all settings and data on the device to be lost. The user s devices will be listed on this page, choose the device to be wiped and select the Wipe device button. You will prompted to confirm. After confirmation it may take a few moments to initiate the wipe. BlackBerry Devices If the selected user has a BlackBerry device, a link to the BlackBerry Management page will be displayed from this page you can wipe BlackBerry or update it s configuration. Business email setup guide 20

MX Records To begin receiving external email in your TELUS Business Email Service mailboxes, you will have to change the MX records associated with your company s domain name(s). The MX mechanism provides the ability to run multiple mail servers for a single domain and to specify an order in which they should be tried. This ability to run multiple mail servers allows TELUS high-availability Iron Port server clusters to process hundreds of messages per second in aggregate to quarantine or remove spam and/or viruses. Please contact the company that manages the records for your domain name(s) (Domain Name Server (DNS) provider) and ask them to associate or re-point your domain name(s) to the following records according to the region the bulk of your users reside in. You may be able to do this by logging into the provider s web portal and making the appropriate changes on-line. For all Regions: Priority Destination 10 mx21.exchange.telus.com 10 mx22.exchange.telus.com 10 mx24.exchange.telus.com 10 mx25.exchange.telus.com Set-Up an AutoDiscover CNAME Record. In order for Exchange 2007/2010 and Outlook 2007 to function properly, you must have a special DNS record set up for your domain name which points to the our AutoDiscover server. You may be able to do this by logging into the provider s web portal and making the appropriate changes on-line. 1. Create a sub-domain called autodiscover.yourdomain.com. 2. Add a CNAME record that points to autodiscover.exchange.telus.com. autodiscover.userdomain.com CNAMEautodiscover.exchange.telus.com Some features that will not work properly without an AutoDiscover record: Outlook 2007 setup using AutoDiscovery Free/ busy information in your Outlook Calendar Out-of-office auto-reply messages Synchronization of the Offline Address Book Business email setup guide 21