Questions and Answers about Loyola's Move to Microsoft Exchange
Loyola moved to a Microsoft Exchange email system in May 2013. Common questions and answers about the new system are provided below. Additional information is available on the Documentation and Training page.
- About the New Programs
- About the Voicemail Upgrade
- Mobile and Remote Access
- Delegate Access and Shared Resources
- Students Accounts
- Getting Help
- About the Upgrade Project
What is the difference between Exchange and Outlook?
Microsoft Exchange is the behind-the-scenes platform that now powers Loyola’s communication tools and programs. Microsoft Outlook is the desktop application faculty and staff now use to access email and calendars. Outlook connects to the Exchange server. For more information, see the About Exchange and About Outlook pages.
What is OWA?
OWA stands for Outlook Web App, a web-based version of Outlook email. You can use OWA to access your Loyola email, calendars, contacts, tasks, and other mailbox content when the desktop client is not available. To log in using OWA, go to outlook.luc.edu.
What is Office 365?
Microsoft Office 365 is a suite of programs that now provides students with email and calendars, select Office software (e.g., Word, PowerPoint, Excel), and communication tools like messaging and voice, video, and web conferencing. Students access Office 365 through the cloud (i.e., through the internet). For more information, see the About Office 365 page.
What is Microsoft Lync?
Microsoft Lync is a unified communication platform that offers instant messaging and voice, video, and web conferencing. For more information, see the About Lync page.
Does Outlook have an instant message feature?
Yes. You can start an IM conversation anywhere you see a contact's name or picture. For more information, see the Instant Messaging page.
How different is Outlook from GroupWise?
Some of Outlook's basic email functionality is similar to that of GroupWise. As with any major upgrade, however, you’ll need a little time to adapt. Some features are now grouped under different menus or given a different name. To begin, we recommend focusing on the basics: navigating your inbox, sending a few messages, re-creating your signature, and getting comfortable with the calendar. The Outlook 2013 Quick Start is a great place to start. You may also want to review Outlook Notes for GroupWise Users for some detailed examples of some differences.
What does email have to do with voicemail?
Loyola's recent migration to Microsoft Exchange brought us new email, calendaring, and collaboration tools. The final phase of this upgrade -- a move to unified messaging voicemail -- will be live by March 17, 2014. "Unified messaging" is the integration of different electronic messaging and communications technologies, such as e-mail and voicemail, into a single interface, accessible from a variety of different devices. In the past, different technologies delivered messages through their own systems, which couldn’t interact with each other. With unified messaging, however, you can access email, voicemail, calendars, and contacts anywhere, on any device. You'll be able to hear your email and calendar items over the phone or listen to your voicemail messages from within your Outlook inbox.
Who is being upgraded?
The voicemail upgrade will affect most faculty and staff at the Lakeside campuses who are currently on the Avaya Audix platform.
What do I need to do to prepare?
On Monday, March 10, 2014, you should have received an email that included a temporary PIN for your new voicemail box along with instructions for setting up your greeting on the new system. (This message would have said “Microsoft Outlook” in the “From” field.) If you did not get this email, please contact the Help Desk at email@example.com or 773.508.4487. We recommend that you record your new greeting before the upgrade so that it’s in place when the new system goes live. If you cannot record a new greeting before the transition, callers will hear an automated greeting stating that you’re not available, after which they can leave you a message.
How long will the upgrade take?
The upgrade itself will begin Sunday, March 16, around 9:00 a.m. and could take several hours. During the transition, voicemail will not be available. Incoming calls will ring through to the extension dialed but then receive a busy signal if not picked up after three rings.
Will the access numbers change?
- After the upgrade, the number you'll dial to get to your voicemail account will remain the same: extension 8-6040 for the Lake Shore Campus and extension 5-6858 for the Water Tower Campus.
- To get to your new mailbox on the new system in the days before the upgrade, call extension 8-7755 for the Lake Shore Campus and extension 5-6644 for the Water Tower Campus.
- Old Audix mailboxes will continue to be available for two weeks after the new system goes live. To get to your old mailbox during this period, dial extension 8-7755 for the Lake Shore Campus and extension 5-6644 for the Water Tower Campus.
Where can I get more information about the voicemail upgrade?
Information about the voicemail upgrade has been shared via email over the last several months and is also available on the About the Voicemail Upgrade page. Additional instructions are available in the PDF document, Getting Started with Loyola’s New Voicemail System.
Can I change or delete appointments that were moved from GroupWise?
Yes. Please note, however, that if you make any changes in Outlook to a meeting that you originally created in GroupWise, attendees will see a second instance of the appointment added to their calendars. They will need to manually delete the original meeting instance after they respond to the updates. Similarly, if you delete an appointment in Outlook that you originally created in GroupWise, attendees will get an email alerting them to the cancellation, but they will need to manually delete the appointment from their own calendars.
Was my mailbox archive moved to Outlook?
For faculty and staff, two years of your GroupWise archive (messages dated on or after March 31, 2011) was moved into Outlook. Older archived messages (those dated on or before March 30, 2011) were available by request, but the deadline for this has passed. Most of the request for older archives have been fulfilled, though a few are still being processed. If you have further questions about archives, please see the More about Your Archive page or contact us at firstname.lastname@example.org.
Will old messages continue to be archived in Outlook?
No. Messages will remain in your mailbox until you delete them.
Were my frequent contacts migrated to Outlook?
Yes, frequent contacts were migrated, though you'll need to make one change to ensure these are fully integrated into your address book.
- Click People in the bottom left corner of the Outlook window.
- In the left panel, you'll see your contacts lists. Right-click on Frequent Contacts, and select Properties.
- In the pop-up window that appears, select the Outlook Address Book tab.
- Click the check box labeled Show this folder as an e-mail Address Book so it is selected.
- Click OK.
Why do I have to type in the address of a contact I've emailed in the past?
Outlook 2013 will auto-populate email addresses when you’re sending a message, but this is a learned behavior. Outlook will automatically fill in an address only after you’ve sent a person a message or after they’ve been part of a conversation that you’ve responded to, even if they’re in your address book.
Can I forward multiple messages at the same time?
Yes. From your mailbox, select the messages you want to forward (by holding down the Ctrl key while clicking each message), then right-click and choose Forward from the pop-up menu. Outlook will attach the selected messages to the email.
Will I still be able to access email on all my devices?
Definitely, yes! One of the big advantages of our move is the excellent support for mobile devices. In addition, email is now synched in real time, regardless of your location. Please note that you will have to re-establish this connectivity for the new system. Step-by-step instructions for a number of devices are available on the Reconnecting Your Mobile Devices page.
Can I still access my mailbox from home or on a laptop?
Yes. If you’re working remotely, you can access your new account using the browser-based client, called Outlook Web Apps (OWA) at outlook.luc.edu. If you have a desktop-version of Outlook installed on a personal machine, you can use this to connect to your Loyola account, as well. (See Setting Up Your Outlook 2013 Mailbox Manually for Windows-based instructions or Setting Up an Outlook 2011 Mailbox on a Mac.) Current faculty and staff can also purchase Microsoft Office Professional Plus 2013 or Microsoft Office 2011 for Mac for home use as part of our Varsity Buys program. The discounted price is $19.95.
Is there a mobile client for Lync 2013?
Yes. Please visit Microsoft Lync 2013 for Mobile Clients for more information.
Were my delegate settings migrated from GroupWise?
Delegate settings for mailboxes and calendars were migrated from GroupWise to Outlook.
If you've been given delegate access to someone else's calendar but don't see it in your calendar list, you may need to open it manually. From the Calendar view:
- Click the Open Calendar button in the top bar.
- Choose Open Shared Calendar from the drop-down list that appears.
- When the Open a Shared Calendar dialog box appears, type the ID for the person whose calendar you want to see.
- Click OK.
- The person's name should now appear under your Shared Calendars list.
If you still do not see the calendar in your list, or if you encounter any error messages, please contact the Help Desk at 773.508.4487 or email@example.com.
If you've been given delegate access to someone else's mailbox or folder but don't see it in your mailbox list, you may need to add it manually.
- Choose File from the top menu.
- Click the Account Settings button, then choose Account Settings again.
- In the Account Settings dialog box, double click your account name.
- The Change Account dialog box will appear. Click the More Settings button.
- In the new dialog box, click the Advanced tab, then choose Add.
- In the Add Mailbox dialog box, type the name of the resource.
- Click OK.
- You'll return to the Change Account dialog box. Click Next.
- You'll see a message that you were successful. Click Finish.
- You'll return to the Account Settings dialog box. Click Close.
- You should now see the folder in your mailbox list in the left panel of the screen.
This may not work for shared resources or where you've been granted full delegate rights to another's mailbox. For those situations, you may need to completely re-establish your connection to the resource. Instructions are available in the document, Reconnecting to a Shared Email Resource. You can also to contact the Help Desk at 773.508.4487 or firstname.lastname@example.org for further assistance.
Can students still access shared resources?
Students can access shared resources but will need to know the current password for the resource. Instructions for connecting are available in the document, Reconnecting to a Shared Email Resource. If you are the resource administrator, but do not know the password, please contact the Help Desk at 773.508.4487 or email@example.com.
Who do I call if I have questions?
If you need help with any of the new programs or features, please contact the Help Desk at 773.508.4487 or firstname.lastname@example.org.
Are you offering any classes?
Classes were held in May, June, and August 2013. Future training options are being evaluated now and will be posted on the Training Central page.
Are other learning resources available?
Yes. Documentation, videos, and other materials are offered on our Documentation and Training page.
I graduated in May 2013. How long will my account continue to work?
Loyola students will be now be allowed to keep their @luc.edu email address for as long as they like -- even for life! Students who graduated in May 2013 were migrated to the new Office 365, and any new messages are being delivered there.
I'm a student and a staff member (or a student and a faculty member). What information applies to me?
Your role as a faculty or staff supersedes your student status. Where differences exist, please refer to information provided for faculty or staff.
When did the migration take place?
The email upgrade went live in May 2013. Additional improvements will take effect in the first quarter of 2014 as part of Loyola's voice mail upgrade.
What actually changed? Who was affected?
The migration affected students, faculty, and staff, though there are some differences in the way the new services and software are delivered. Faculty and staff now use Microsoft Outlook for email and calendaring, along with other communication tools. These are hosted through on-campus servers. Student tools are delivered through the cloud (i.e., through the Internet) using a program called Microsoft Office 365. Most Loyolans were upgraded in May, though some within the Health Sciences Division will be moved in the spring of 2014 along with the Loyola University Health System.
Were my GroupWise messages moved to Outlook?
- For faculty and staff, yes. All messages from your GroupWise inbox (including all folders), along with two years of your archive, were moved automatically to Outlook. If you believe you are missing any messages, please contact the Help Desk at 773.508.4487 or email@example.com.
- For students, no. Messages were not moved automatically.
Were my personalized GroupWise settings (e.g., rules, signatures) moved to Outlook?
- For faculty and staff, the answer depends. We were able to move some settings while others (including rules and signatures) need to be re-created.
- For students, no. You'll need to re-create these in Office 365. Please see the Documentation and Training page for more information.
Were my GroupWise contacts migrated to Outlook?
- For faculty and staff, yes. If you believe you are missing any contacts, please contact the Help Desk at 773.508.4487 or firstname.lastname@example.org.
- For students, no.
Was my GroupWise calendar moved to Outlook?
- For faculty and staff, yes. Twelve months of appointments (through May 2014) have been moved. If you had any calendar items scheduled after May 17, 2014, you’ll need to re-create these in Outlook.
- For students, no. You need to re-create calendar items in Office 365.
Was my mailbox structure (e.g., folders) moved to Outlook?
- For faculty and staff, yes. Please note, however, that empty folders were not moved from GroupWise. If you had a folder that did not include any current messages (because they had previously been archived, for example), you will not see it in your current folder list. If you'd like to re-create it, simply right click on your inbox and choose New Folder. If you believe you are missing any folders that contained current messages, please contact the Help Desk at 773.508.4487 or email@example.com.
- For students, no. You need to re-create folders in Office 365.
Why did Loyola make these changes?
In 2011, as the University began its move to Windows 7 and Office 2010, we launched a formal evaluation to see how the rapidly changing communications landscape was affecting our delivery of email services and other, related tools. An advisory committee comprised of Loyola students, faculty, and staff, prioritized Loyola’s core needs and engaged the leading email providers in detailed discussions about how they could respond to those needs. In the summer of 2012, the committee recommended a move to Microsoft Exchange, and the formal decision soon followed.