FAQs

General

Office 365 is a cloud service, which means the services are made available to users on demand via the Internet from Microsoft’s servers as opposed to Adventist Health System’s own on-premises servers. This ensures employees will always have up-to-date versions of these services which include email, calendaring, office suite, online storage, web conferencing, collaboration, mobility, and much more.


While the particular features that are enabled are specific to employees’ roles within the organization, features of Office 365 include:

•Email, calendaring and contacts with 50GB storage
•Office Pro Plus 2013 (Word, Excel, PowerPoint, Outlook, OneNote, Lync and Access)
•IM and web conferencing services provided by Lync
•OneDrive for Business with 1TB of storage
•SharePoint online team sites for improved collaboration (Phase 2 – Coming soon)
•Improved mobile features
•Employee home program allowing Office Pro Plus 2013 to be installed on up to five devices including work devices


To best provide relevant features and services to employees, two types of users have been identified. These groups, which are determined by job functions, are referred to as tiers. Each tier has a set of features enabled to its users. For specific information, and to determine which tier you are identified with, visit the User Tiers tab on the menu.


If after reading through the resources on this site you need additional information or support, please contact the appropriate Help Desk:
AHS-IS Help Desk: 1-800-873-4024
Florida Hospital Help Desk: 407-303-8000


Summary

For the best experience using Office 365, Microsoft recommends that you always use the latest browsers, Office clients, and apps. We also recommend that you keep current on software updates when they become available.

Office 365 is designed to work with the following software:

  • The current or immediately previous version of Internet Explorer or Firefox, or the latest version of Chrome or Safari.
  • Any version of Microsoft Office in mainstream support.

Although Microsoft does not recommend that you connect to Office 365 by using older browsers and clients, they provide limited support so long as that software is supported by its manufacturer. Specifically, if you continue to use older browsers and clients:

  • Office 365 won’t deliberately prevent you from connecting to the service.
  • The quality of the user experience will diminish over time.

Office 365 does not support any software used with the service that is not supported by its manufacturer.

Web Browsers: Internet Explorer

Office 365 is designed to work with the current or immediately previous version of Internet Explorer. Microsoft recommends that you upgrade to the latest version of Internet Explorer after it is released. Office 365 might continue to work with versions of Internet Explorer other than the current and immediately previous versions for some time after the release of a new version of Internet Explorer, but Office 365 can’t provide any guarantees.

When accessing Office 365 from older versions of Internet Explorer, users may experience known issues and limitations depending on the versions of Internet Explorer, including:

  • Internet Explorer 9   Office 365 does not offer code fixes to resolve problems you encounter when using the service with Internet Explorer 9. You should expect the quality of the user experience to diminish over time, and that many new Office 365 experiences might not work at all.
  • Internet Explorer 8   The user experience sending and receiving email with Outlook Web App and Internet Explorer 8 might be substantially diminished, especially when used on Windows XP or with low memory devices. Office 365 does not offer code fixes to resolve problems you encounter when using the service with Internet Explorer 8, and new Office 365 experiences might not work at all. You should also expect the quality of the user experience with Internet Explorer 8 to diminish further. Beginning in May 2014, Internet Explorer 8 only displays Outlook Web App Light.

Web Browsers: Firefox, Chrome, and Safari

Office 365 is designed to work with the current or immediately previous version of Firefox, or the latest version of Chrome or Safari. Microsoft supports only browser versions that are also supported by the browser’s manufacturer. Typically, this is only the most current version. Firefox and Chrome are both designed to stream updates your devices every six weeks. Many common problems with these browsers are resolved in the next update.



EMail

No, your email address will stay the same.


No, you will still use your local email client (e.g. Outlook 2010 or Outlook 21013) for your day-to-day work.


No, AHS is still providing the same Microsoft Exchange email service that we’ve offered in the past, but updated to Microsoft’s latest version of Exchange (i.e. Exchange Online/Exchange 2013).

Exchange Online provides rich, familiar, and more secure access to email, calendar, contacts, and tasks across PCs, the web, and mobile devices. It delivers the robust capabilities of Microsoft Exchange Server as a cloud-based service.


Yes, all your email, calendar, contacts, and tasks will be migrated.


Mailbox Size Limit

Each mailbox will have a mailbox size limit of 50GB. This is a hard limit per Microsoft.

Attachment Size Limit

There is a 25MB hard limit for attachments.

Total message size limit, including attachments

  • There is a 25MB hard limit for total message size, including attachments, per Microsoft.
    • Messages larger than this limit will not be delivered, and the sender will receive a Non-Delivery Report (NDR).
  • There is a 30 messages per minute send limit.
    • If a user submits messages at a faster rate, Exchange Online will deliver the messages but will queue the messages at the server and throttle the rate of delivery.

Recipient Limit

Each mailbox can send emails to a maximum of 10,000 recipients per day. An email can be addressed to a maximum of 500 recipients per email.

Note: A personal distribution group counts each recipient separately.

Distribution List Limit

There is a 5,000 member hard limit per Microsoft.

Contacts synchronization

Contacts will be able to be accessed through Outlook, Exchange Online (the new Outlook Web App) or by a mobile device(s).


Once your mailbox is moved to Exchange Online Outlook users will be able to access archived messages just as they have in the past.

Webmail users will still see stubs in their mailbox. These are short representations of the FULL message. The full message can be accessed from Archive Explorer or Search Archive. These links are ONLY available if you are connected to the AHS network.

If you have had the default 1 year retention on your mailbox then you will need to access your archived messages using either Archive Explorer or Search Archive. We are no longer archiving messages as we have in the past but your default retention stays the same.

If you have higher retention on some of your messages (for example: items in your 3 Year Archive folder) ALL items in your archive will be migrated over within a few weeks of your mailbox being moved to Exchange Online. When that happens you will see the stubs disappear and they will be replaced with the full message.


Once your mailbox is moved to Exchange Online we will no longer be archiving messages as we have in the past but your default retention stays the same. Messages in your mailbox will automatically deleted after 1 year by default. The exceptions have not changed and are the following folders and any folder within them:

Deleted Items folder – 30 Days

Junk Email folder – 30 Days

RSS Feed folders (Outlook only) – 30 Days

Sync Issues folder (Outlook only) – 90 Days

We are no longer archiving messages as we have in the past but your default retention stays the same. Messages in your mailbox will be automatically deleted after 1 year by default. The exceptions have not changed and are the following folders and any folder within them:

Deleted Items folder – 30 Days

Junk Email folder – 30 Days

RSS Feed folders (Outlook only) – 30 Days

Sync Issues folder (Outlook only) – 90 Days

Calendar – 365 Days

Drafts folder – 365 Days

Journal folder – 365 Days

Outbox folder – 365 Days

If you have higher retention on some of your messages (for example: items in your 3 Year Archive folder) ALL items in your archive will be migrated over within a few weeks of your mailbox being moved to Exchange Online. When that happens you will see the stubs disappear and they will be replaced with the full message.


When you deleted an items it automatically goes to your Deleted Items folder. It will remain there for 30 days unless you empty it or hard delete it using the SHIFT + DELETE.

Once you empty the Deleted Items folder or if you user SHIFT + DELETE to bypass the Deleted Items folder your deleted items remain on the Exchange email server for 30 day from the time emptied the Deleted Items folder or hit SHIFT + DELETE. These items can be recovered from the Recover Deleted Items in Outlook or webmail.


Updated Exchange Online (the new Outlook Web App) interface.

http://mail.ahss.org – More features than previous Webmail.


Public Folders continue to be available just as they have been in the past.


The timeframe for migration is September 2014 through February 2015. You will be contacted via email by ASH-IS in advance of your migration, so you are informed of your migration date.


If you are using IE8 for your browser, then the full version of WebMail (OWA) is not supported. You will need to upgrade to IE11 in order to use the full version.

WebMail (OWA) Lite version


AHS Voice Services team will enable your voicemail account for Unified Messaging by default.


While the voicemail server is internal, the AHS email is a service hosted by Microsoft.  The voicemail server sends the message to Microsoft’s servers as soon as it records it.  There will be a delay, sometimes more noticeable than others, before the message is delivered to the email client.  This delay also affects message status updates.


Unified Messaging maintains voice messages on both email and voicemail servers synchronized. This includes the status of those messages.  When an email containing the voicemail message is marked read by your email client, the status of that message is updated from “new message” to “saved message”.  If you use Outlook’s Reading Pane feature, this could happen unintentionally when the voice message gets the focus and it is “previewed” on the reading pane.


You may recover voice messages using your phone or using Outlook.  To recover a voice message using Outlook, find it in your Deleted Items folder under Inbox and move it back to Inbox.  To recover a voice message using your phone, access your voice mailbox and press 3 (review old messages) then 2 (deleted messages).


If voice messages are moved to a subfolder of Inbox, the voicemail server treats the message the same as if it were left in the Inbox folder.  However, when a voice message is moved to an external folder (not a subfolder of Inbox) the voicemail server loses access to that message.  When this occurs the voicemail server marks its copy of the message “deleted”.


You may use your email client to forward voice messages. However, forwarded messages are treated as regular email messages and will not light up the recipient’s phone.


Unfortunately this functionality is no longer available.  The Messaging Team needs to give the user explicit permission to the resources that are in Exchange Online.

The Exchange Online environment does not see the security groups in MULTIHOSP or in Azure as object that we can use to give permissions with.  We must give permissions to resources like Distribution Groups, Shared Mailboxes or Room Calendars using mail enabled objects.  So to assign permission we must use user mailboxes and give them explicit permissions to the resource.

We are considering other methods at this time and will update this FAQ as options change.


There are three types of permissions that can be given to Shared Mailboxes and Room Mailboxes:

  1. Full Access and Send As permission:

This allows Exchange Online to auto-connect a users Outlook to the new mailbox after permissions have been assigned.  Users will see the mailbox listed on the left side of their Outlook window.  When they expand the mailbox they will see ALL of the folders in the mailbox and be able to manage ALL folders in the mailbox.  With this permission they can also send email as if they were sending them from the mailbox they have Send As permission for.  (User Note: If you have messages saved in your Sent Items that you send out, ALL sent messages will go into your Sent Items and not the Sent Items folder of the Shared Mailbox.)

This permission is give by the Messaging Team.

  1. Delegate Access:

This allows users to have access to certain default folders in the mailbox (Inbox, Calendar, Contacts, Tasks) but not ALL folders.  They can have Editor permission (change, move and delete) or Read Only permission to the folder(s).  If they have been given delegate access to a mailbox folder they can add that folder to their Outlook by going to the File menu, point to Open, and then click Other User’s Folder. Delegate access only gives them permission to the specific default folder, not to any subfolders under that folder.

This permission is give by the owner of the mailbox from Outlook by going to the File menu, point to Account Setting, and then click Delegate Access.  For Shared Mailboxes and Room Mailboxes this permission can be give by the Messaging team.

  1. Folder Access:

 This allows users to have access to specific folders in a mailbox that may or may not be a default folder.  For example, if a user needs access to the “Department” folder of someone’s mailbox and that folder is located under the “Inbox” they can be given permission for just that.  Editor permission (change, move and delete) permission can be given or Read Only permission to the folder(s). Users can add that folder to their Outlook by going to the File menu, point to Open, and then click Other User’s Folder.

This permission is give by the Messaging Team.


Exchange Online has a limit of 25 MB for messages and/or attachments that you can send internally or externally to the Internet.

If you have a need to send large attachments, please reference the Sharing Large Files page: Sharing Large Files


There are several things to consider when talking about the Global Address Book.

Outlook

If you are looking at the Global Address List in Outlook, you would normally be seeing a different Address Book called an Offline Address Book (OAB).  This is because Outlook is working in Cached Mode, meaning it periodically synchronizes with Exchange Online and gets your updated information (email, calendar, address book, etc.).  The OAB is created by Exchange Online about once a day (They say it can be anywhere from 24 – 48 hours.).  Microsoft does not publish the time of day that the OAB is created.  Once it is created it is available for Outlook to download.  Normally Outlook checks for and updates the OAB when you first start Outlook. You can also manually update the OAB from the SEND/RECEIVE menu in Outlook.

Outlook Web App (OWA) / Webmail

If you are look at the Global Address List from OWA this will be the most up-to-date version available.  When a change is made in the Global Address List it may take up to 30 minutes, depending on what change was made, for them to appear in the OWA.


To better understand how we are moving away from archiving email to using a retention based email system see this link.

The default retention for all users is 1 year.  To request retention for more than 1 year you need to submit an E-mail Retention Request form.  This form and the instructions for processing this form are located at this link on ARC.



Office 365 Desktop

No, this functionality has been removed in Word 2013.



Skype for Business

Sometimes when an outside organization that uses Skype for Business tries to join your Skype call from their PC and view your screen share they are unable to.  Here are some steps that can help you get around that obstacle.

  1. Create your Skype for Business meeting invite in outlook.
  2. Open the Skype meeting event from your Outlook Calendar.
  3. Right click on “Join Skype Meeting” and choose copy hyperlink.
  4. Paste the link into a text editor.
  5. Add “?SL=1” to the end of the meeting invite URL and that will force the Skype web client to open instead of their local Skype for Business client.
  6. Your new URL should something like this:  https://meet.ahss.org/firstname.lastname/B19Z2T0K?SL=1
  7. Share this new URL with the meeting attendees that are not AHS employees.
  8. Have a great meeting.


OneDrive for Business


Mobile Devices


Office Home Use Program

Login to Office.ahss.org, click on the gear icon in the upper right, select Office 365 Settings. From the settings page select Software. The license information will be included in the upper section of the page. As a side note, this information will be included in the online documentation that we are working on.