Vodafone Business Product Management Group Hosted Services

Vodafone Business Product Management Group Hosted Services Email 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.

Contents

1. Document Information ..................................................................................................... 6

1.1. Purpose .................................................................................................................... 6

2. Email FAQs ...................................................................................................................... 7

2.1. How do I get an email address ? .............................................................................. 7

2.2. What different email packages are available ? ......................................................... 7

2.3. What do the different user roles mean ? .................................................................. 8

2.4. How do I setup my email or allocate a mailbox? ...................................................... 8

2.5. What is an alias? ...................................................................................................... 8

2.6. How do I access my email once it is set up ? ........................................................... 9

2.7. How do I upgrade my email package ? .................................................................... 9

2.8. How do I unallocate or delete a mailbox ? ................................................................ 9

2.9. How do I change my mailbox password ? ................................................................ 9

2.10. I have lost/forgotten my mailbox password ? ...................................................... 10

2.11. What is an IP address ? ...................................................................................... 10

2.12. What is DNS ? .................................................................................................... 10

2.13. Some emails I send aren’t getting through ......................................................... 10

2.14. I haven’t received an email sent to me, what can I do ? ..................................... 14

2.15. How do I edit the spam filter on my mailbox ? .................................................... 14

2.16. Are catch-all mailboxes available ? ..................................................................... 14

2.17. Is there a limit on attachment size ? ................................................................... 15

2.18. Is there a mailbox quota size ? ........................................................................... 15

2.19. Can I stop one of my employees using their email ? .......................................... 15

2.20. Can I suspend or terminate a mailbox ? ............................................................. 15

2.21. Can basic emails be grouped together in one account ? .................................... 15

2.22. What is the GAL (Global Address List) ? ............................................................ 16

3. Email Client FAQs ......................................................................................................... 17

3.1. Which Email Clients are supported? ...................................................................... 17

3.2. IMAP and POP3 explained ..................................................................................... 17

3.3. How do I allow POP access from other mail clients ? ............................................ 17

3.4. Setting up Desktop Clients ..................................................................................... 18

3.5. Setting up Mobile Clients ........................................................................................ 42

4. Webmail FAQs ............................................................................................................... 44

4.1. What is webmail and how do I login ? .................................................................... 44

4.2. When logging in should I select “Remember Me” ? ................................................ 45

Hosted Services Email Frequently Asked Questions Page 2 of 82

4.3. When logging in, which client version should I use ? ............................................. 45

4.4. How do I view my emails in webmail ? ................................................................... 45

4.5. How do I change which columns I see in webmail? ............................................... 46

4.6. How do I add a new contact ? ................................................................................ 46

4.7. How do I add a new contact group? ....................................................................... 47

4.8. How do I add a calendar appointment ? ................................................................. 48

4.9. How do I add a new task ? ..................................................................................... 49

4.10. How do I add a new document ? ........................................................................ 50

4.11. How do I add a file to my Briefcase ? ................................................................. 51

4.12. Can I share documents ? .................................................................................... 52

4.13. I do not have a Documents tab, why not ? .......................................................... 52

4.14. How do I add a new address book ? ................................................................... 52

4.15. How do I add a new calendar ? .......................................................................... 53

4.16. How do I add a new task list ? ............................................................................ 54

4.17. How do I add a new notebook ? ......................................................................... 55

4.18. How do I add a new Briefcase? .......................................................................... 56

4.19. Can I change how I view my email ? .................................................................. 57

4.20. How do I get new email messages ? .................................................................. 57

4.21. How do I see the number of messages in my Inbox ? ........................................ 58

4.22. How do I print ? ................................................................................................... 58

4.23. How do I print a conversation ? .......................................................................... 58

4.24. How do I reply to an email message ? ................................................................ 59

4.25. How do I forward an email message ? ................................................................ 59

4.26. How do I reply with attachments? ....................................................................... 59

4.27. How do I attach files to a new email? ................................................................. 60

4.28. How do I remove or detach files on an email ? ................................................... 60

4.29. How do I mark an email as junk ? ....................................................................... 60

4.30. How do I delete an email ? ................................................................................. 60

4.31. How do I change the format of an email ? .......................................................... 60

4.32. How do I change my default format for sending emails ? ................................... 60

4.33. What is the difference between HTML and Plain Text ? ..................................... 61

4.34. What are tags ? ................................................................................................... 61

4.35. How do I add tags ? ............................................................................................ 61

4.36. How do I apply a tag ? ........................................................................................ 62

4.37. How do I sort by tag ? ......................................................................................... 62

4.38. How do I delete a tag ? ....................................................................................... 62


4.39. How much of my mailbox quota am I using ? ..................................................... 63

4.40. How do I set my Login Options ? ........................................................................ 63

4.41. How do I change my default client version ? ...................................................... 64

4.42. How do I change my default language ? ............................................................. 64

4.43. How do I change my default timezone ? ............................................................. 65

4.44. How can I change how webmail displays my messages ? ................................. 65

4.45. How often does Webmail check for new messages ? ........................................ 66

4.46. How do I set email as read from the reading pane ? .......................................... 66

4.47. How can I set a default start folder for Mail Search ? ......................................... 67

4.48. How can I set alerts for when a message arrives ? ............................................ 67

4.49. How do I setup automatic forwarding ? ............................................................... 67

4.50. How do I setup a notification message ? ............................................................ 68

4.51. How do I set an auto-reply, or an out-of-office ? ................................................. 68

4.52. How do I automatically save an email draft ? ..................................................... 68

4.53. How do I include the original email when replying ? ........................................... 69

4.54. How do I handle email forwarding? ..................................................................... 69

4.55. How do I save or discard Sent Messages ? ........................................................ 70

4.56. How do I setup an auto-signature ? .................................................................... 70

4.57. Can I save multiple auto-signatures ? ................................................................. 71

4.58. How do I set a default auto-signature ? .............................................................. 71

4.59. Can I set the placement of my auto-signature ? ................................................. 71

4.60. What Address Book settings can I change ? ...................................................... 72

4.61. What is the contact picker ? ................................................................................ 72

4.62. What is auto-complete ? ..................................................................................... 73

4.63. How do I add an external email account ? .......................................................... 73

4.64. How do I set my From name ? ............................................................................ 74

4.65. How do I add a reply-to address ? ...................................................................... 74

4.66. How do I add a persona ? ................................................................................... 75

4.67. How can I change my Primary Account settings ? .............................................. 76

4.68. How do I add a mail filter ? ................................................................................. 77

4.69. How do I edit a mail filter ? .................................................................................. 79

4.70. How do I delete a mail filter ? .............................................................................. 79

4.71. How do I change my Calendar options ? ............................................................ 79

4.72. How do I set permissions on my Calendar ? ...................................................... 80

4.73. Can I import from another email account ? ......................................................... 81

4.74. Can I export to another email account ? ............................................................. 82


4.75. How do I use Keyboard Shortcuts ? ................................................................... 82


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 email services to SoHo and SMEs in various OpCos.

This document deals only with FAQs relevant to Email, Email clients and Webmail.

1.1. 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.


2. Email FAQs 2.1. How do I get an email address ?

There are three ways in which you can get an email address with Vodafone, each one targeted to the different ways in which customers might find email most useful to them:

• An email address or multiple email addresses with your own domain, or purchase a domain through Vodafone, for example [email protected]

• An email address or multiple email addresses on a sub-domain of one of Vodafone’s own hosted domains, for example [email protected]

• An email address or multiple email addresses on one of Vodafone’s own hosted domains, for example [email protected]

2.2. What different email packages are available ?

Vodafone offers two Hosted Email products – Basic Email and Professional Email.

With Basic Email, all email addresses would be on a Vodafone hosted domain (such as [email protected]) or on a sub-domain of a Vodafone hosted domain (such as [email protected]). If you would like an email address on your own domain, this is available with Professional Email.

With Basic Email the features you receive include the following:

• Mail – email services accessible either through 3rd party email clients, for example Outlook or webmail.

• Address Book – by default this includes all contacts within your package; for example if you purchased 10 Basic Email 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 email 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 Email Guide available within the Portal Help Content area for more details.

With Professional Email, you receive the same features as Basic Email, plus the following additional features:

• The ability to use a hosted email service against domains you own, whether they be hosted by Vodafone or another company.


mailto:[email protected]





• Mutiple aliases, for example [email protected] or [email protected], for which email sent to any of these aliases will be delivered to your inbox.

• The ability to access your email 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 Email or Professional Email, you can also choose packages based on the number of email addresses you wish to have.

2.3. What do the different user roles mean ?

Vodafone Professional Email is based on providing a business email service to small business customers. It is expected that a business owner, or a senior manager purchasing the email service, will have need of email 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 email package is automatically set as the Account Owner, and they have the highest level of privilege. They can add and manage users, setup email, 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.

2.4. How do I setup my email or allocate a mailbox?

Once you have registered or been registered as a Vodafone customer for email 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 emails to see), and your alias (for example [email protected]).

Once you save your changes, your email will be setup automatically.

2.5. What is an alias?

When you first register with Vodafone, you will need to setup at least one alias that will be your primary email address, such as [email protected]. 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 email package you purchased, you can also setup multiple






aliases, for example [email protected]; [email protected]; [email protected]. Email sent to any of these addresses will be received in your mailbox.

2.6. How do I access my email once it is set up ?

You can access your email either via an email client, or via webmail.

Please see the relevant user guide for more comprehensive help on how to setup email clients to access your email.

To access via webmail, just open your preferred browser and enter the URL https://webmail.vhsmail.vodafone.com. You will then be taken to a login prompt, enter your email address and the password you setup in the Portal.

2.7. How do I upgrade my email package ?

You can upgrade your email package in the Vodafone Hosted Services Portal, by going to the Buy Services tab and selecting “Upgrade”.

2.8. How do I unallocate or delete a mailbox ?

With Vodafone, if you’ve purchased for example a bundle of 10 email 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 email 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 “Email” in the submenu, and then click on the “Downgrade” option.

2.9. How do I change my mailbox password ?

To make it easier for our customers who may have purchased web hosting, domain hosting, and email 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 email.





https://webmail.vhsmail.vodafone.com/

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 email address or mobile number, and then will be able to confirm your identity by asking you other security questions about your account.

2.11. What is an IP address ?

This information could be helpful in understanding messages for bounced emails. An IP address is a group of numbers in a format like 212.34.58.224, 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).

2.12. 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. 212.34.58.224. 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 emails 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.

2.13. Some emails 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 email address you were sending to.


2.13.1. 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 [10.10.10.10] (#5.7.1))

----- Transcript of session follows -----

... while talking to smtp.example.net.:

>>>> DATA

<<< 553 sorry, relaying denied from your location [10.10.10.10] (#5.7.1)

550 5.1.1 ... 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.

:

10.10.10.10. does not like recipient.

Remote host said: 550 MAILBOX NOT FOUND

Giving up on 10.10.10.10.

----- 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.

2.13.2. Common Error Messages Mailbox Not Found, invalid mailbox, User unknown, not our customer:

These are all saying pretty much the same thing. In the "[email protected]" bounce examples above, the mail server "example.com" doesn't have an account for anyone with the email name "someone". A couple of common reasons:

• You typed the email address wrong. The single most common reason this error happens is simply that you made a typographical error in the email name. Check the entire email address for an error.

• It's an old email address that's no longer in use. Perhaps the person you're attempting to email has changed their email address, and you're using an old one which is no longer valid. Make sure what you're using is up-to-date.


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 email account. What kind of problem is hard to say. Check to make sure that you have the email 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 email and their server isn't accepting any more. This is most common with web-based email 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 email. In any case, you'll need to try and contact your recipient through some other email 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" email 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 email from one server to the next. There could be many servers involved, but typically it's the mail server at your ISP relaying your email to the mail server at your recipients ISP.

In general, a mail server must "know" either the sender of an email, 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 email. 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 email server.

• The ISP might require that email 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 email 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 email address you're sending to, for starters.

Temporary Errors: Errors like "no adequate servers", "Connection Timed Out", "Resources temporarily


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 email server involved may continue to automatically try to deliver your email without any action required on your part.

Blacklist Filters: If you see messages that indicate your email was "blocked", or "listed in", and references to sites that have things like "spamcop", "dynablock", "blackhole", "spamhaus" and similar in their names, then your email 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 email 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 email address, or a different email account of your own, to contact your intended recipient. You might also tell your recipient that their ISP is improperly blocking legitimate email.

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 email 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 email, for whatever reason, tripped the spam filters on the receiving end. Your email 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 email server has been configured. Obvious possibilities are the use of pornographic words or phrases, HTML formatted email, 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 email 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 email bounce unless you are absolutely positively certain that it's legitimate.

You may also be getting bounce messages for email you didn't send. There's another class of virus that "spoofs" or fakes the "From" address on email messages, and as a result you could be getting bounce messages that have nothing to do with you.

Everything Bouncing ? Finally, if every email you send bounces, then you probably have a different problem.


Chances are your email client is mis-configured. Double check your outgoing or "SMTP" server settings, and double check with your email provider to ensure that you have them set correctly.

2.14. I haven’t received an email sent to me, what can I do ?

There are many reasons that an email delivery may fail, the person sending you the email may have received a bounced email delivery notification. See the FAQ on “Some emails I send aren’t getting through” for more information on why email may be bounced.

There are however some things you can do to help ensure you receive emails sent to you. Firstly, the email may not be getting through your spam filtering. If you trust the source, you can add their email 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 email addresses that you trust, and instructs the Anti-Spam filtering system that any emails from those email addresses are not to be treated as spam.

The other thing you can do if you’re not receiving email 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 emails, you would have received an automated mailbox quota warning email. If you have received such an email you should delete some emails, or get in touch with Vodafone to upgrade your package.

2.15. 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.

2.16. Are catch-all mailboxes available ?

A catch-all mailbox receives all inbound emails to a domain which may have been spelled incorrectly. For example, if the email is intended for [email protected] but the sender types [email protected], the email 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 http://wiki.zimbra.com/index.php?title=ManagingDomains which states "This will increase the amount of spam delivered, and can lead to being blacklisted". Emails that are sent to a non-existent recipient will receive a standard non-delivery response from Zimbra (bounced email).




http://wiki.zimbra.com/index.php?title=ManagingDomains

2.17. Is there a limit on attachment size ?

Yes, email 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 email 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 email.

2.18. 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 emails taking up many gigabytes of data can safely be stored before quotas are hit. Also, we will send you an automated email should you ever get close to the quota, asking you to clear out some old mails.

2.19. Can I stop one of my employees using their email ?

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.

2.20. 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.

2.21. Can basic emails be grouped together in one account ?

Yes, because basic emails all end in @vodafonehosted.com, and there are thousands of people with email addresses ending in @vodafonehosted.com, it could be expected that it’s impossible to group together for example 4 people with email addresses [email protected] through to [email protected], whilst excluding [email protected] or [email protected].

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 email – 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.






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 email addresses, the GAL will automatically be populated with all allocated mailboxes i.e. those mailboxes you have allocated and setup with an email address. Your GAL is available in webmail, or via a 3rd-party email client configured to use IMAP.


3. Email Client FAQs 3.1. Which Email Clients are supported?

Generally any client that allows you to set the following will successfully connect to our email 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.

3.2. IMAP and POP3 explained

Whichever client you’re using to access your email, you’ll have to decide whether you use IMAP or POP3. With our email service, both are available for you to use. Both IMAP and POP3 are used for email retrieval, but they work in different ways. The key differences are:

• With IMAP you have a two-way communication channel with the servers your email is held on, whilst POP3 supports only a one-way communication channel. So, using IMAP anything you change on your email client will be reflected on your email server e.g. sorting your email or moving them to new folders. With POP, you can download your emails but you can’t make any changes in your client that would be reflected on the email server.

• IMAP supports multiple devices in that more than one device can be connected to the email server at once. Importantly, because any changes you make on a client are reflected on the email 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 email, or if you wish to synchronise all your email 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.

3.3. 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”:


You can choose either to allow all mail to be downloaded, even mail received prior to setting up access from another email client, or you can choose just to download email received from now on. Bear in mind, if you choose the first option you might have a large number of historical emails 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 emails.

3.4. Setting up Desktop Clients

3.4.1. 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 email. Type in your name, then click the "Next" button.


• Type the email address you are configuring (e.g. [email protected]) then click the "Next" button.

• Outlook Express will now try and determine if you wish to setup a POP3 or IMAP connection:


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:


• Click the "Next" button. • Enter your username and password. This is your email 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.


• Click Next

• Click Finish, but there’s a couple of things still to setup….


• 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 email account something a bit friendlier here:


• Then go to the Servers tab, and make sure that under Outgoing Mail Server you check the option for “My server requires authentication”:


• 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:


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 Email account.

3.4.2. 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 “Email” is selected, and then select

the icon • This will generate the following screen:


• 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”:


• Select Internet E-mail, and click “Next”:


• Complete your user information:


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 E-Mail Settings window.

• The first tab is “General”. You can name your email account something a bit friendlier here:


• Then go to the Outgoing Server tab, and make sure that you check the option for “My outgoing server (SMTP) requires authentication”:


• 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:


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:


Click next, and you’ll get:


• Click Finish. • Close and re-start Outlook 2007

3.4.3. 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

emails to see as the From field), email address and password (this is the password you use to login to webmail and the Vodafone Hosted Services Portal with)


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 email address Password: Input your webmail password.


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 email address and password:


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 email 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”:


3.4.4. 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 emails will see in the From field

b. Email address c. Password

Select Continue.

4. Thunderbird will then automatically attempt to find settings for your email account.


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:


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 email 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 email 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:


7. You’re done, click OK on the SMTP server window, and then again on the Account

Settings window. Your email is now setup.

3.5. Setting up Mobile Clients

3.5.1. 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 Name:- This is your Display Name, or the name recipients of your emails will see in the From Field.

o Address:- Your email address e.g. [email protected]

o Password:- your password for accessing webmail (this is the same as your password for the Vodafone Hosted Services Portal

o Description:- A description of the account you’re adding e.g. “John’s Business Email”

• Select “Next”

• 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 Email 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:



o Hostname:- For IMAP input “imap.vhsmail.vodafone.com”. For POP input “pop.vhsmail.vodafone.com”

o Username:- your email address


• Configure “Outgoing Mail Server” as follows:

o Hostname:- for both IMAP and POP, set this to “mail.vhsmail.vodafone.com”

o Username:- your email address


• Select “Next”

• Select “Save”

• You’re done! Your new email account will now be available under “Mail” on the Home screen.


4. Webmail FAQs 4.1. What is webmail and how do I login ?

Webmail describes the method by which you can access your email using a web browser e.g. Internet Explorer or Firefox. You can access webmail by inputting https://webmail.vhsmail.vodafone.com in your address bar within your browser window. This will take you to a login prompt as shown below:

Your username is your email address e.g. [email protected], 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 email 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 email 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.


https://webmail.vhsmail.vodafone.com/


Standard is recommended when Internet connections are slow, when using older browsers, or for easier accessibility. Mobile is recommended for mobile devices.

4.2. 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.

4.3. 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.

4.4. How do I view my emails 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:


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.

4.6. 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:


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.

4.7. How do I add a new contact group?


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:


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.

4.8. How do I add a calendar appointment ?


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.



Select “New Appointment”, and this will generate a screen where you can define the subject, location and time of your appointment, as well as inviting attendees.

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 appointments which is “Calendar”, 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 Appointment” page.

4.9. How do I add a new task ?


For ease of use, you can add a new task in any of these tabs, except Preferences which is used solely for changing your webmail settings.



Selecting “New Task” will generate a screen where you can define the subject and priority of the task, the time at which it needs to be progressed, and notes for additional details.

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 “Tasks”, 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 Task” page.

4.10. How do I add a new document ?


For ease of use, you can add a new document in any of these tabs, except Preferences which is used solely for changing your webmail settings.



You can add a new document by selecting “New Page”.

“New Page” will take you to a word editor where you can compose your own document.

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 “Documents”, 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 Page” screen.

4.11. How do I add a file to my Briefcase ?


For ease of use, you can add a new file to your briefcase in any of these tabs, except Preferences which is used solely for changing your webmail settings.



You can add a new file to your briefcase by selecting “Upload File”. You will then be able to browse to a file on your computer or a network share and upload it to your webmail briefcase. However, whilst you’re able to upload a file from every tab except Preferences, bear in mind that whichever briefcase is selected on the Briefcase tab at the time you upload the file, is the briefcase which the file will be uploaded to.

Therefore 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 “Briefcase”. You can then select on the left side of the screen which Briefcase you wish to upload the file to, and then click on the “New” icon directly rather than the drop-down arrow next to it. This will take you straight to the “Upload File” screen, and upload the file to the Briefcase you specified.

4.12. Can I share documents ?

Professional customers of the Vodafone hosted email service can share documents. If you are registered as a basic customer you will not be able to share, however your account can be upgraded if this feature would be helpful to you.

4.13. I do not have a Documents tab, why not ?

The documents feature is one that is only available to Professional Customers. Your account can easily be upgraded if this feature would be helpful to you.

4.14. How do I add a new address book ?



For ease of use, you can add a new address book in any of these tabs, except Preferences which is used solely for changing your webmail settings.


Select “New Address Book” and you will be taken to a screen where you can name an additional address book, for example “My Personal Address Book”.

4.15. How do I add a new calendar ?


For ease of use, you can add a new calendar in any of these tabs, except Preferences which is used solely for changing your webmail settings.



Select “New Calendar” and you will be taken to a screen where you can setup a new calendar, for example “My Personal Calendar”. You can also set the colour of the calendar to differentiate it from your other calendars, and set whether to include or exclude the new calendar when reporting free or busy times.

4.16. How do I add a new task list ?


For ease of use, you can add a new task list in any of these tabs, except Preferences which is used solely for changing your webmail settings.



Selecting new task list will take you to a screen where you can select the name, and for further differentiation from other task lists also the colour, of your new task list. You will then be able to add tasks to this task list only, great for separating tasks from different projects or for different clients.

4.17. How do I add a new notebook ?


For ease of use, you can add a new notebook in any of these tabs, except Preferences which is used solely for changing your webmail settings.



Selecting “New Notebook” will take you to a screen where you can select the name, and for further differentiation from other notebooks also the colour, of your new notebook. You will then be able to add documents to only this Notebook, so in effect you can have multiple document repositories within your Documents tab.

4.18. How do I add a new Briefcase? 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 briefcase in any of these tabs, except Preferences which is used solely for changing your webmail settings.



Selecting “New Briefcase” will take you to a screen where you can select the name, and for further differentiation from other briefcases also the colour, of your new notebook. You will then be able to upload files to only this Briefcase, so in effect you can upload files to multiple briefcases whilst keeping them separate, for example, if you’re working with multiple clients or on multiple projects and wish to keep files in different places.

4.19. Can I change how I view my email ?

You can select different views by selecting the icon.

This will generate the drop-down below:

You can change how to sort your email, either by conversation or by message. Also, can you add or remove a Reading Pane from your webmail view.

4.20. How do I get new email messages ?

New email messages arrive in your Inbox automatically, and they are displayed in bold. Your Inbox is displayed by default after you log in.


If you are already logged in and wish to check if you have new email, on the Mail tab you can select the icon below to refresh your inbox:

4.21. How do I see the number of messages in my Inbox ?

There are a number of ways of seeing how many messages you have.

Firstly, you can see how many unread messages you have in your inbox by noting the bracketed number that appears next to Inbox in the left hand window:

In this case, you have 1 unread message in your inbox.

You can also check the total number of messages in your inbox – this can be done in two ways. You can check the right side of the screen where webmail denotes the number of messages per page, out of how many messages:

Your page is displaying 10 messages per page, out of a total of 51 messages.

Or, you can hover your mouse pointer over “Inbox” in the left hand side of the screen. A message will pop-up advising you of the number of messages in your inbox, and also the size of all your messages.

These actions can be taken for any folder in your webmail.

4.22. How do I print ?

As long as you have a printer setup correctly on your computer, you can print at any time by

clicking on the icon.

You can print emails, calendars or calendar entries, address books or individual contacts. Just select what you want to print first, and then click the icon.

4.23. How do I print a conversation ?

To print a conversation (all messages in an email trail), you need first to ensure that your messages are sorted By Conversation and not By Message. You can do this by ensuring your View settings are correct:


Once you are viewing your email By Conversation, select the conversation you wish to print

and click the icon.

4.24. How do I reply to an email message ?

You can reply to the sender of a message or you can reply to the sender and all recipients of the message. Both options include the body of the original message in the reply. However, attachments from the original message are not included in the reply.

To reply to an email message, select the email you want to reply to, then select either:

“Reply” will reply only to the sender of the email you are replying to, whilst “Reply to All” will reply to both the sender and any recipients “cc’d” on the email.

4.25. How do I forward an email message ?

You can forward an email message to someone else. Forwarding a message includes all file attachments, and allows your to send the message to someone is not the sender or another recipient of the original email (as Reply or Reply to All would do)

To forward an email message, select the email you want to forward, then select:

4.26. How do I reply with attachments?

Forward an email message to include all file attachments. Reply to an email message to send the body text but not the attachments.

If you wish to reply with different attachments, you can add attachments to your email by clicking the icon:

This will allow you to browse your computer or a network share, select a file, and then attach that file to your email by selecting “Attach”.


4.27. How do I attach files to a new email?

Click the icon to compose a new email.

Then select the icon, which will allow you to browse your computer or a network share, select a file, and then attach that file to your email by selecting “Attach”.

4.28. How do I remove or detach files on an email ?

If you have an attachment on an email you’re sending it will appear below the subject title:

If you wish to remove it, untick the check box. The message will then be sent without the attachment.

4.29. How do I mark an email as junk ?

You can do this by selecting the email message you wish to mark as junk, and then by

clicking the icon. This can be found in the sub-menu of your Mail tab in webmail.

4.30. How do I delete an email ?

From the Mail tab, select the email you wish to delete, and then click the icon.

4.31. How do I change the format of an email ?

In webmail, you can send your email in either HTML or Plain Text format.

When composing your email, select the icon, which will bring up the following drop-down:

You can then send in either HTML or Plain Text format.

4.32. How do I change my default format for sending emails ?

You need to go to your Preferences tab and then to “Composing” in the sub-menu.


Within this menu, there is a section named “Composing Messages”. Select the radio button for HTML, or for plain text depending on which format you want to send messages in. If you choose HTML, you can also set your default font, font size and colour.

4.33. What is the difference between HTML and Plain Text ?

Emails can be sent either in HTML or Plain Text format. See the FAQ for “How do I change what format I send my emails in?” for more information on how to change this.

The differences between the two are as follows:

• Plain text – this is as described, it’s pretty plain. You can’t have formatting, different colours, different layouts, and you can’t include pictures in the body of your email (although you can add pictures as attachments).

• HTML – allows you to specify formatting, colours, positioning, layout, as well as include pictures in the body of your email.

4.34. What are tags ?

Tags are a way of classifying email messages, contacts, tasks and appointments. You can have multiple tags e.g. Personal or Work, and you can apply those tags to different messages, contacts, tasks and appointments.

You can then sort your messages, contacts, tasks and appointments by tag. It doesn’t matter then what folder for example the email message is in, all messages with that tag will be found.

4.35. How do I add tags ?

There are two ways of adding tags in webmail. You can click the icon.

This will expand the drop-down list for tags:


You can select New Tag, which will then ask you for a name for you new tag, and to choose a colour for it to easily differentiate it from other tags.

Or, you can move your mouse pointer to the grey shaded area for Tags on the left hand side of your screen, and right-click. This will show to screen:

Select New Tag from here and set the name and colour of your new tag.

4.36. How do I apply a tag ?

You can add tags to emails, contacts, tasks and appointments. Just select the email,

contact, task or appointment you wish to tag, and then click the icon.

This will expand the drop-down list for tags:

Here you can see two tags are defined, one for “Personal” and one for “Work”.

If you click on Personal, a Personal tag will be applied to the message, contact, task or appointment you have selected.

4.37. How do I sort by tag ?

All your tags are listed in the Tag window on the left hand side of your screen. If you are looking for email messages with a particular tag, make sure you are on the Mail tab in your top menu. Then click on whichever tag you wish to sort by, all emails with this tag will be sorted to screen.

Likewise, if you wish to sort calendar appointments, ensure you are on the Calendar tab in your top menu. Clicking the same tag as before will now sort calendar appointments rather than email. You can also sort contacts and tasks by clicking the same tag, but by changing your selection in the top menu between Mail, Address Book, Calendar and Tasks.

4.38. How do I delete a tag ?

In your left hand Tags window, right-click on the tag you wish to delete. In the example below, we right-clicked on the tag “Personal”:


Then select “Delete” and the tag will be removed.

4.39. How much of my mailbox quota am I using ?

When you are logged into webmail, at the top of the screen you’ll see your name next to “Help” and “Log Out”.

If you hover your mouse pointer over your name, a pop-up will appear telling you how much your are using, for example:

Quota: 1% (110 MB of 10 GB)

4.40. How do I set my Login Options ?

On the Preferences tab, select “General” from the sub-menu.

Within this tab you will see a heading for Login Options, and within here you can:

• Set your default client type when logging in, either Advanced (AJAX) or Standard (HTML).

o Advanced offers the full set of Web collaboration features. This Web Client works best with newer browsers and faster Internet connections.

o Standard is recommended when Internet connections are slow, when using older browsers, or for easier accessibility.

• Confirm which theme your webmail is set to

• Change your default language

• Change your default timezone


4.41. How do I change my default client version ?


Within this tab you will see a heading for Login Options, and within here you can set your default client type when logging in, either Advanced (AJAX) or Standard (HTML).

• 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.

4.42. How do I change my default language ?


Within this menu you will see a heading for Login Options, and within here you can change your default language:


4.43. How do I change my default timezone ?


Within this menu you will see a heading for Login Options, and within here you can change your default timezone:

4.44. How can I change how webmail displays my messages ?

On the preferences tab, select “Mail” from the sub-menu. Within this menu, you will see a heading for “Displaying Messages”. There are the following settings in this section:


• You can change the number of emails per page you display (the default here is set to 10)

• You can decide if you’d prefer your email to be displayed in HTML or plain text format

• You can choose whether or not to display snippets of messages in the email list or not

• You can instruct webmail to automatically download pictures for emails sent in HTML.

4.45. How often does Webmail check for new messages ?

On the preferences tab, select “Mail” from the sub-menu. Within this menu, you will see a heading for “Displaying Messages”. In this section, there is a line beginning with “Check for new mail every…”

Using the drop-down arrow, you can change this setting to any of the following: 2 minutes, 3 minutes, 4, 5, 6, 7, 8, 9, 10 and 15.

4.46. How do I set email as read from the reading pane ?

On the preferences tab, select “Mail” from the sub-menu. Within this menu, you will see a heading for “Displaying Messages”. The below shows some of the options available for change.

Towards the end of the section, you are able to:


• Set whether to mark as message as read immediately upon reading in the reading pane

• Define for how long an email should be in the reading pane before it’s marked as read

• Instruct webmail not to mark messages as read if you’ve read it in the reading pane

4.47. How can I set a default start folder for Mail Search ?

On the preferences tab, select “Mail” from the sub-menu. Within this menu, you will see a heading for “Displaying Messages”. At the very end of this section you will see a option as below:

Therefore, the default starting folder for a mail search is your inbox. If you wish to change which folder default searches start in, change this to “in:<foldername>”

4.48. How can I set alerts for when a message arrives ?

On the preferences tab, select “Mail” from the sub-menu. Within this menu, scroll down to the section entitled “Receiving Messages”.

Within this section, you will see:

4.49. How do I setup automatic forwarding ?



All emails you receive will automatically be forwarded to any email address you enter here. You can also choose whether to keep a local copy of messages or not.


4.50. How do I setup a notification message ?

It’s possible for your webmail to automatically send a notification to another email address, to advise you that you have received an email address.



If you check the box for “Send a notification message to:”, and input an email address in the text box, whenever you receive an email in your webmail, a notification message will also be sent to the specified email address advising you of its arrival.

4.51. How do I set an auto-reply, or an out-of-office ?

If you’re on holiday or out of the office, or if you want to automatically respond to people for another reason, it’s possible for your webmail to automatically send a reply to the sender of all received emails.


Within this section, you can configure an auto-reply as the example below:

4.52. How do I automatically save an email draft ?

In webmail go to the Preferences tab in the Top Menu structure, and then select “Composing” in the sub-menu.

Make sure the below is selected:


In this way, the likelihood of losing messages you are halfway through writing is much diminished.

4.53. How do I include the original email when replying ?

In the “Composing” menu within the Preferences tab, you can select from a number of different options.

Not only can you set whether to include the original message or to exclude it, you can also set webmail to include a prefix to differentiate the original message from your own.

The example below shows the drop-down list with all the available options:

4.54. How do I handle email forwarding?

If you’re forwarding an email, there’s a few options to choose from on how the original email is forwarded. For example, you can choose that the original email be forwarded as an attachment in the email you’re sending, or you can include a prefix to differentiate it from your own email.

These options can be set in the Preferences tab, under the sub-menu “Composing”. The example below shows the drop-down list with all the available options:


4.55. How do I save or discard Sent Messages ?

You can change the default settings for whether or not a message you send will automatically be saved in your sent folder.

In the Preferences tab, select the “Composing” sub-menu and go to the section for Sent Messages:

4.56. How do I setup an auto-signature ?

In the Preferences tab go to “Signatures” and select Edit from the screen below:

You can then fill in your Signature Name and the body of the signature you wish to append to your new emails. Once you have completed the change select Done in the screen below:

This tab is where you create your signatures, however you also need to set whether they are included in your outgoing emails or not as default. This can be done in the “Accounts” tab of the Preferences menu, by expanding the drop-down list for “Signature”. The example below shows 2 signatures we setup on the Signatures tab of the Preferences menu.

My Business Signature, and My Personal Signature. Here on the Accounts tab we can choose either of these to be our default signature, and this can be changed at any time. We can also choose not to append either of these signatures to our new emails by selecting “Do Not Attach Signature”:


4.57. Can I save multiple auto-signatures ?

Yes, in the Preferences tab go to “Signatures” and select Add Signature. You will need to define a signature name and the body of your signature.

This tab shows you all the signatures you have setup, however you also need to set which one you would like webmail to append to emails you compose as default. This can be done in the “Accounts” tab of the Preferences menu, by expanding the drop-down list for “Signature”. The example below shows 2 signatures we setup on the Signatures tab of the Preferences menu.


4.58. How do I set a default auto-signature ?

If you have setup more than one signature, you can set which is default by going to the “Accounts” tab of the Preferences menu, and then expanding the drop-down list for “Signature”. The example below shows 2 signatures we setup on the Signatures tab of the Preferences menu.


4.59. Can I set the placement of my auto-signature ?

Absolutely, on the Signatures tab within your Preferences menu in webmail you can choose where to place your auto-signature:


4.60. What Address Book settings can I change ?

In Preferences, go to the “Address Book” tab to change:

• How many contacts per page your Address Book shows

• The default view for your contacts

• Whether or not to add new contacts to your “Emailed Contacts “ address book

• Whether or not auto-complete includes addesses in the Global Address List

• Whether to initially search the Global Address List when using contact picker

4.61. What is the contact picker ?

The contact picker loads to screen by clicking on the “To:” when composing a new email. The below screen shows the contact picker:


You can choose which of your contact lists to search by selecting the drop-down list next to “Show names from: Global Address List”, or you can search for a particular contact using the search feature in the top left of the contact picker. Alternatively, you can select specific email addresses in the populated list on the left, and then add them to the To, Cc,or Bcc fields by selecting the contact and then clicking either “To” or “Cc” or “Bcc”, and then selecting “OK”.

4.62. What is auto-complete ?

Auto-complete is a feature of webmail that will search through your contacts whilst you type an email address into the “To” field of a new email, and then allow you to choose from any relevant contacts without having to type out the whole email address. For example if you type “ab” into the “To” field, the auto-complete will present to screen all email addresses in your contacts beginning with “ab”. You can then click on the one you want to send to and webmail will auto-complete the address for you.

4.63. How do I add an external email account ?

If you have multiple email accounts that you’d like to manage centrally, you can setup your webmail to receive emails sent to external email accounts. For example, if you had a gmail and hotmail account as well as Vodafone Hosted Email, you can add your gmail and hotmail account details in webmail so that all your emails are received in your Vodafone webmail – or any 3rd party email client you have setup to synchronise with webmail.


If you go to the Preferences tab, and then to “Accounts”, you will see an option for “Add External Account”. Selecting this will bring to screen the following:

You can get all these settings from the email provider of the external account, and once you have completed all the required fields you can test if they’re correct by clicking on “Test Settings”.

You can also keep emails from external accounts separate, or you can choose to download them into your inbox:

4.64. How do I set my From name ?

Your From name can be set from the Preferences tab, under “Accounts”:

Here we have set the From field to show “M Lane”.

4.65. How do I add a reply-to address ?

Replies to emails you send will normally be delivered to your email address. However, if you setup a reply-to address, replies will be sent to that email address instead. For example, if you are sending emails on behalf of someone else, and you want them to receive any responses rather than yourself you can input their email address as a reply-to address. This


can also be useful when you have multiple email addresses, and you want all replies to be sent to the same email address regardless of which email account you sent the original email from.

Adding a reply-to field can be done by going to Preferences in your webmail, and then going to the “Accounts” tab. Within the section, you will see the below:

In this example, Bob Smith at [email protected] will receive the replies to emails we send out from this account.

4.66. How do I add a persona ?

A persona allows you to very quickly choose a different group of settings for your email, for example if you have a work persona and a private persona you could in effect have for the same email address two different groups of settings that you could quickly switch between. The settings that are included in a persona are:

• The From field of emails you send

• Your reply-to address if you wish to have one

• Your auto-signature

You can also set webmail to use a particular persona automatically whenever you’re replying or forwarding a message sent to a specific email address. For example, if you have two aliases on your account, [email protected], and [email protected], you can set webmail to use your Personal Persona for replies to one, and your Business Persona for replies to the other. Your business persona could have a From field of My Business set, and an auto-signature relevant to your business. Your Personal Persona could have a From field of John Smith set.

All these settings are available in your webmail Preferences tab, by going to the Accounts section and selecting “Add Persona”:





4.67. How can I change my Primary Account settings ?

Your primary account settings can be found on the Preferences tab under “Accounts”. Your primary account is the account setup for you in the Vodafone Hosted Services Portal.

Within this section, you can set:

• Your From field

• Reply-to field :- Replies to emails you send will normally be delivered to your email address. However, if you setup a reply-to address, replies will be sent to that email address instead. For example, if you are sending emails on behalf of someone else, and you want them to receive any responses rather than yourself you can input their email address as a reply-to address. This can also be useful when you have multiple email addresses, and you want all replies to be sent to the same email address regardless of which email account you sent the original email from.

• Your auto-signature.


4.68. How do I add a mail filter ?

Mail filters can be used to perform a number of functions against filtered email. You can also filter email in a number of different ways.

To configure a mail filter, go to the Preferences tab in webmail and then to the Mail Filters section. You can add, edit or delete filters here. Adding a mail filter will require completion of the following fields:

• The name of your filter e.g John’s Email Discards

• An active or inactive state for your filter.

• Any or all conditions - You need to define if an action should be performed if either “any” or “all” of the conditions are met.

• The conditions – Conditions are added by defining fields against a certain scenario.

• The actions – what action should be taken if the condition is true.

The below screen shows the first stage of the mail filter setup process:

Here, we have named the filter “John’s Email Discards” and we have set the filter to “Active”.

We have also said that if “any” of the following conditions are met, rather than “all”. We have set one condition as well, that if the From field contains the words “acompany.com”. Instead


of using the From field you can also click on the drop-down icon to the right of the From, this would bring up a drop-down list as below:

You can choose any of these options in building your conditions.

The same can be said for the criteria, if instead of selecting “contains” you wanted to choose a different criteria you could click on the drop-down arrow to the right and choose from:

The text field is a free entry field, and you can enter any text you want to complete your condition.

You can also add multiple conditions by clicking the icon.

Now that we have setup a condition, we need to confirm what action should be taken if the condition is true. The screen below shows that an action has been setup, an action to discard any email for which the previous condition is true.


Therefore, the mail filter “John’s Email Discards” states that for any email received From any address containing the words “acompany.com” then the email should be discarded. You can also choose other actions however, by clicking on the drop-down arrow. The available options are:

You can also add multiple actions by clicking the icon.

4.69. How do I edit a mail filter ?

You can edit mail filters by going to the Preferences tab and selecting “Mail Filters”.

The page will display a list of mail filters, if you select the one you would like to change and

then click the icon, you will then be able to edit the name, active state, conditions and actions of the mail filter.

4.70. How do I delete a mail filter ?

You can delete mail filters by going to the Preferences tab and selecting “Mail Filters”.

The page will display a list of mail filters, if you select the one you would like to delete and

then click the icon, the filter will be removed.

4.71. How do I change my Calendar options ?

Calendar options are accessible via webmail. After logging in, select the Preferences tab and then on the sub-menu select “Calendar”.

Available changes within this menu include:

• Changing your calendar default view – the default setting is for the calendar to be viewed in a “7 day week view”, however other options include:


• Choose which day to start your week – you can select any day of the week to be your start, and therefore ensure that when viewing your Calendar in the week view that it always starts on the day you want it to.

• Decide what to do with meeting invitations after you respond to them – you can either delete them or keep them.

• Set reminders for calendar appointments, and how far in advance you receive the reminder. Options include:

You can also choose for a sound to be played when the reminder activates (requires Quicktime or Windows media plugin), and/or webmail to flash the browser title.

4.72. How do I set permissions on my Calendar ?

You can set permissions on your Calendar by clicking on the Preferences tab, and then going to “Calendar”. On this tab, you’ll see a section as below with the different options you can set:


4.73. Can I import from another email account ?

Vodafone Hosted Email allows you to import account data from other email accounts. You can choose to import all account data, or a just calendar or contact information. It does need to be in the right format to import successfully. For account information the import should be a tar-gzipped (tar.gz or .tgz) format. Account information includes everything in your email account, emails, contacts, task lists, etc.

• For calendar information, the import should be in an .ics format e.g. iCalendar.

• For contact information, the import should be in a .csv format (Comma Separated Variable)

To setup the import, go to the Preferences tab in webmail and then click on “Import/Export”:

You first need to choose whether you wish to import the Account, Calendar or Contacts details, and then set a destination folder for the import to save to. If you have chosen Account in Type the destination will default to All Folders, and if you have chosen Calendar in Type the destination will default to Calendar. You may change the destination dependent on how you wish to manage your folders.

Once you have chosen type and destination, you then need to specify where the import file is held. You can browse through the file structure on your computer to find it.

Finally, you can instruct what you wish to be done with any duplicates i.e. those entries that occur both in the import, and what currently resides in webmail.

Advanced Settings are only available when importing all account data. If you select Advanced Settings you will see the following options:


This is a way of choosing of all account data what you wish to import, if you do not wish to import everything.

4.74. Can I export to another email account ?

You can export all your email account data, including mail, address books, calendars, tasks, documents and briefcases. However, whether or not you can import the exported files into another email account will depend on how the service provider of your other email provider has setup their import capabilities.

To export account data from webmail into a file, go to the Preferences tab and then select “Import/Export”.

You can choose to export all email account data, or just calendar or contact data. Account data will be exported to a file with a tar.gz or .tgz (tar gzipped) format. Calendar data will be exported to an .ics format (e.g. iCalendar), and Contact information will be exported to a .csv (Comma Separated Variable) file.

4.75. How do I use Keyboard Shortcuts ?

For convenience, Vodafone Hosted Email has various shortcuts pre-configured for your use. You can see what these are by accessing webmail and going to Preferences, “Shortcuts”, and then “Shortcut Lists”.

Within the Shortcuts section you will also find instructional help on setting up numeric shortcuts to Mail Folders to quickly access them, as well as assigning numeric shortcuts to Tags.


Date post:	03-Feb-2022
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